CUIC - What is 'Return' below completed tasks for call Type?

[siddly408]

What is 'Return' under completed tasks? 

from cisco definition is:
The number of tasks of the call type that ICM software routed to Return nodes in the interval.This is a calculated field, derived from:
Call_Type_Interval.ReturnBusy +Call_Type_Interval.ReturnRing +Call_Type_Interval.ReturnRelease.

[Oleksii Stepanenko]

ReturnBusy - Number of calls of this type that were routed to the Busy target during the reporting interval.

ReturnRing - Number of calls of this type that were routed to the Ring target during the reporting interval.

ReturnRelease - Count of calls that executed a Release node in their routing script in the reporting interval.

[siddly408]

Oleksii,

Thank you

[IslamIbrahim79451]

ReturnRelease - Count of calls that executed a Release node in their routing script in the reporting interval.

I need more clarification here, is that mean that these calls abandoned or not? abandoned before threshold or after?

is routing script means that the calls dropped or hanged by the customer before the threshold?

Thanks

[Konstantin Vaksin]

ReturnRelease - means, that call is Released by the UCCE.

Abandoned calls - are abandoned by the caller

Which kind of threshold you are talking about? if this is SLA, than you need to see, how long the call was in queue, before it got abandoned/released. If you went over your SLA, it will be calculated accordingly

Kostia

[IslamIbrahim79451]

thank you for your reply

What is UCCE means?

for SLA, we should have  4 components ( Ans within threshold-answered after-ABN within threshold-ABN after) then I calculated the SLA (answered within / total offered calls), so is the return release belongs to one of these four types of calls or not?

[Konstantin Vaksin]

Check DB description here

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_5_1/Reference/Guide/UCCE_BK_D563D6DB_00_db-schema-handbook/UCCE_BK_D563D6DB_00_db-schema-handbook_chapter_010.html#UCCE_RF_S118D82C_00

It will answer your question