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Morcos Magdy
Beginner

Cisco Unified CCX report

Hello everybody

 

I have a Cisco Unified CCX 8.6.2 and want to get reports about abandoned calls, can you help please

 

Thanks

Morcos Magdy

2 REPLIES 2
Anthony Holloway
Cisco Employee

Do you have the reporting tool already?  Do you run other reports today?

 

Keep in mind that with Abandons, you will have different metrics/counts based on if you're looking at an Application report, versus a CSQ report, versus an Agent report.

 

E.g.,

A caller who calls in after hours and hangs up during the close message is an abandon but will only show up in Application reports.

 

A caller who calls in during hours, holds in the queue, then hangs up before an Agent can handle them, is also an Abandon but will not show up in the Agent reports.

 

A caller who calls in, gets Ring No Answer (RNA) on the first Agent but then is answered by the second Agent, which is a handled call, will show as an abandon for the first Agent, in an Agent based report.

Thanks Anthony

 

I have the Cisco Unified CCX Historical Reports, but it gives me this attached error when I'm  trying open the CCX using it

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