Contact service queue activity by CSQ Report showing no abandoned calls

[hildreth]

Hello,

I cannot understand how our report can show 0 calls today (other days, it is an unbelievably low number - not always zero) - there must be an error somewhere... as other reports with abandoned details clearly show we have abandoning callers.  Oddly, this report shows abandoned calls for other CSQs, but not ones in this particular application.  I need a trustworthy report.

I have read through dozens of discussions and haven't found anything like this. I have also asked my technical team on site but they aren't sure either.

CUIC Version 11.6(2) Build 11.6.2.10000.38

Thanks so much if anyone can help!

[hildreth]

Thank you, @Mark Swanson - you really went above and beyond to help a stranger and I'm eternally grateful!  The investigation allowed me to push them to review the script and they did find something in there that was mis-marking the calls as handled by other instead of abandoned. 

It's been enlightening for me to realize that the live and historical reports could show different things, and the importance of having your scripts written cleanly and correctly. Perhaps this experience will lead us to revisit what we have been using (written by a consultant, by the way, not by my technical team)!