CUIC Reports - Clarification

[S N]

Experts,

Need help in understanding the offered , Handled , Short calls and Abandoned calls in Call type reporting perspective and also in SG report perspective.

As per my understanding ,

Offered Calls -- Total calls offered to the CT

Handled -- Total calls handled by the agents ( after wrap up )

Answered - Calls answered by agents.

Short calls -- Calls disconnected with the Abandoned CT time what we set globally.

Let me know if my understanding is correct.

Thanks

Sathya 

[Deepak Mehta]

I believe more or less it is same ,what you have mentioned above.

You can xref below for exact definition.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_902/user/guide/CUIC_BK_CD5E4ED8_00_cuic-report-template-reference-guide/CUIC_BK_CD5E4ED8_00_cuic-report-template-reference-guide_chap...