Cisco Cisco Administrative Workstation User Guide

Calls offered to the Call Type is greater than total calls offered to skill group

Two Call Types, Call Type 1 and Call Type 2, are configured. All of the calls for these Call
Types are offered to the same skill group. The total number of calls offered to Call Type 1 and
Call Type 2 is greater than the total calls offered to the skill group.

None

Skill group Calls Offered and Call Type Calls Offered are not equivalent, even if all calls for
the Call Types are sent to the same skill group. If a call disconnects for any reason before it
reaches the Queue to Skill Group script node, Calls Offered is incremented for the Call Type,
but is not incremented for the skill group.

None required

Calls that abandon while ringing for the skill group does not equal calls that abandon for the Call Type

A Call Type report displays a larger number of calls that abandon than the number of calls that
are shown as abandon ring in a skill group report.

None

There is no correlation between calls that abandon and calls that abandon while ringing. Abandon
Ring calls are calls that are routed to a skill group and were abandoned while ringing at an
agent's phone. Abandon Ring is incremented only when this specific event occurs. The Call
Type Calls Abandoned is incremented every time a call abandons, including while the call is
in queue and at any point in the routing script before the call rings at an agent.

None required

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