Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

Calls that abandon en-route 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 would be counted as part of the CallErrors at the Call Type. 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.

A short call at the call type is a call that abandons within the call type's Abandon Wait Time threshold.
By defining what you believe to be a short call, you can filter out those calls that you believe did not stay
in the system long enough to be counted as a real call. You can define short calls for call types and
services.

The short call timer starts as soon as the route request is received for the call. The CallsOffered field is
updated when the route request is received. If the call abandons within the Abandon Wait Time threshold,
the ShortCalls field is updated, but the number of calls abandoned is not updated. Since the call type is
the highest level reporting entity, calls that abandon at the VRU or at the agent's phone can also be
considered short calls at the call type if they abandon within the call type's Abandon Wait Time threshold.

If you do not want to count any abandoned calls as short calls regardless of how quickly they abandon,
you can disable abandoned short calls by leaving the Abandon Wait Time field for the Call Type in the
System Information tool blank.

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A bad label refers to a misconfigured label or missing label. It is always good practice to define a default
label, so that calls that do encounter a misconfigured label can at least go to the default label and get
handled as well as get accounted for in the call type report.

Labels might be misconfigured in two ways: the label specified in the script node might not exist on the
routing client or the label points to the wrong agent. If the label does not exist on the routing client, the
call is reported as a nonagent call. If the label points to the wrong agent, then the pre-call message is sent
to one agent, but the actual call is sent to a different agent. This call is reported as an incomplete call.

If the node does not define a label, the call encounters error conditions and is reported as an error.

Redirection on No Answer calls are calls that redirect off the agent’s phone because the ring time exceeds
the Ring No Answer timer defined in the agent desktop settings. For Redirection on No Answer situations,
you should configure a separate call type and routing script to be used if agents do not answer ringing