Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

When a call is redirected, the PIM no longer can receive events for the call and has no
way of referencing or tracking the call. For example, the call might have been redirected
to a non-ICM monitored device and then returned to the switch with a different call ID.
The ICM generates the termination call detail record with only the data originally tracked
for the call. Calls marked as Redirected are counted as OverflowOut calls in the ICM
service and route tables.

3. The call is sent to a label using a label node. The call was not default-routed, and the label

was not a ring, busy, or announcement label.

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.

None required

Total number of calls queued to each skill group is greater than the number of 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.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)