Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Troubleshooting Call Type and Skill Group Reporting
Calls Offered for call type does not seem correct over a half-hour interval
Calls Offered for the Call Type WebView reports is calculated as Calls Handled + Calls Abandoned +
Return Busy + Return Ring + Default Treatment + Network Routed + Overflow Out + Call Errors +
Announcement Calls + Short Calls. However, in a half-hour interval, this equation might not provide the
report value for Calls Offered.
Return Busy + Return Ring + Default Treatment + Network Routed + Overflow Out + Call Errors +
Announcement Calls + Short Calls. However, in a half-hour interval, this equation might not provide the
report value for Calls Offered.
Message:
None
Cause:
Calls might change state in different half-hour intervals. For example, if a call is offered at 10:59
AM but is not handled until 11:01 AM, the Call Type data for the 10:30:00 to 10:59:59 interval is
incremented for calls offered, but not calls handled. Calls handled is incremented in the next
half-hour interval.
AM but is not handled until 11:01 AM, the Call Type data for the 10:30:00 to 10:59:59 interval is
incremented for calls offered, but not calls handled. Calls handled is incremented in the next
half-hour interval.
Action:
None required
Total number of calls queued to each skill group is greater than the number of calls offered
for the day
for the day
The total number of calls queued to each skill group is greater than the number of calls offered to the
skill groups over a day. For example, 800 calls are queued to skillgroup1 and 700 calls queued to
skillgroup2, but the total number of calls queued is 900, not 1500.
skill groups over a day. For example, 800 calls are queued to skillgroup1 and 700 calls queued to
skillgroup2, but the total number of calls queued is 900, not 1500.
Message:
None
Cause:
When a call is queued to more than one skill group, the call is counted as queued in each skill.
Therefore, it appears that the call is being counted more than once. At the Call Type level, these
calls are correctly counted as only one call. Similarly, if the call abandons while queued, it is counted
as an abandon in each skill group to which it is queued but is counted correctly as one call at the
Call Type level.
Therefore, it appears that the call is being counted more than once. At the Call Type level, these
calls are correctly counted as only one call. Similarly, if the call abandons while queued, it is counted
as an abandon in each skill group to which it is queued but is counted correctly as one call at the
Call Type level.
Action:
None required
Calls counted as errors in call type reports
Call type reports show calls being counted as errors.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
137
Troubleshooting IPCC Enterprise Report Data
Troubleshooting Call Type and Skill Group Reporting