09-09-2022 09:56 AM
Good day,
Recently our platform migrated to Cisco UCCE 12.6 , after observed the the call Answered and Call Handled in the call type all historical reports is not matching. Checked the guide but not changes in table /columns /data structure. The call Answered percentage is more than call handled. The row data is from the CallType_interval table. Though we see Error count, Incomplete calls , the sum up is lesser than call answered.
Previous reports prior to migration (11.5) its matching, raw data ( call answered and call handled ) from the call type interval table or the CUIC Call type historical field reports were matching.
Appreciate any help /lights on these report data.
Thanks,
Thanveer
09-09-2022 12:57 PM
What type of calls are for these call types (i.e. are they regular inbound ACD calls, are they outbound option/dialer calls, etc.)?
For instance, there are known defects opened with Cisco where some calls only show as one type or another, like this one https://bst.cloudapps.cisco.com/bugsearch/bug/CSCwa96527
09-09-2022 03:44 PM
Yes, they are regular inbound ACD/IVR calls. The bug is for outbound calls
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