Cisco Cisco Administrative Workstation User Guide

4. The call hits a release node.

Consider these conditions by which Overflow Out is incremented when you analyze the Overflow
Out columns in Call Type reports.

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.

None

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.

Note: Some of the call statistics (such as Handled) are incremented only if the call is
translation-routed.

None required

Total calls queued to each skill group is greater than calls offered 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.

None

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)