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CUIC-Call Offered less than Call Answered

wahyukurnia
Beginner
Beginner

Hi,

I am using CUIC 9.1(1).

Now I am trying to produce Peripheral Skill Group Historical which is available in Stock Report (template report) from Cisco.

I found in this report that Total (Call Offered) is less than Answered call. How I can rectify this case? PSG Report.JPG

Please advise,

Heribertus

1 REPLY 1

oabulaban
Beginner
Beginner

It's all about when different fields are incremented

CallAnswered is incremented once a call is answered

The total you are mentioning seems to be under the "Completed Tasks", which means it is incremented once a call is finished totally

So, if we take a call that was answered at 8:25 and its duration was for 10 minutes (lasted till 8:35)

It will be "Answered" in the 8 oclock interval, and handled in the 8:30 interval

eventually, at the end of the day, you should have both total values equal

i hope this helps

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