Cisco Cisco IP Contact Center Release 4.6.2 User Guide

General Call Type Report Data Balancing

Data within call type reports balance for the following:

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Calls answered by agents

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Calls abandoned at the VRU

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Calls that abandon while en-route to an agent or while being offered to an agent's phone

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Short calls

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Calls that are given busy, ring, default routed or network routed treatment

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Calls that go to another call type within a routing script using the Call Type or Requalify
node

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Calls that abandon en-route to the VRU

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Calls that have a bad label

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Calls that re-route on no answer from the agent’s phone

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Calls that terminate the script using the Label node to a non-monitored device, such as voice
mail

How Calls that Encounter Error Conditions Affect Call Type Reporting

Call Errors are counted in the data base as either Agent errors (AgentErrorCount) or Scripting
errors (ErrorCount). The way call errors increment the database depends on whether the call
abandons en-route to the VRU/ICM/IPCC scripts and or abandons en-route to agents:

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Calls that abandon en-route to the VRU/ICM/IPCC scripts are calls that abandon in the
network while they are being sent to the VRU. An example of this is if a call abandons while
it is being sent to the VRU from a CTI Route point in CallManager. These calls are counted
as part of the ErrorCount at the Call Type and included in the "Call Errors" column in the
call type report. This field is included in the call type all fields report. CallErrors also includes
default routed calls as well as the other call scenarios listed below.

Calls that abandon en-route to the VRU might be counted as short calls, instead of errors, if
the caller abandons within the Abandon Wait Time set for the call type. See the next section
for more information on abandoned short calls

If an on-premise VRU is used, then the probability of calls abandoning en-route to the VRU
is very low.

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Calls that abandon en-route to agents are calls that encounter an error when the call is at the
agent desktop. This call is counted as part of the AgentErrorCount at the Call Type, and is
included in the "Call Errors" column in the call type report.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)