CSQ Cisco Unified Contact Center Express Stats

[Gregory Engle]

I run reports daily at the end of the day to report to managers for stats within our call centers.

What exactly, in a brief definition, does the following mean?

Contacts Handled

Contacts Abandoned

Contacts Dequeued

I understand Contacts Handled are calls that come through the queue and are completed thorugh hang up, however, I am not sure I understand what would cause an Abandoned or Dequeue?

Thanks,
Greg

[Gregory Engle]

I believe I have found the answer to this..

For each contact service queue, displays the number of calls handled, abandoned, and dequeued.

Handled:        A call is considered to be handled when an agent picks up the call.

Abandoned:  A call is considered to be abandoned if the call disconnects before connecting to an agent (ex.  Caller hangs up)

Dequeued:    A call is considered to be dequeued from a particular contact service queue if the call is handled by an agent in another contact service queue. This situation can occur when a call is queued for more than one contact service queue.