02-15-2011 05:17 AM - edited 03-14-2019 07:23 AM
Hello, all!
I use CRS Historical Reports to get information about the calls, that is coming to my Call Center. But I notice, that CRS Historical Reports generated reports with different info. For example, in the "Contact Service Queue Activity Report (by CSQ)" I have 15 calls abonded. But in the "Abandoned Call Detail Activity Report" I have 88 calls. May be I am doing something wrong. Please, Can anybody help me with this question?
Call Center works with CUCM 6.1, IPCC Enhanced 5.0. You can find generated reports in the attach.
02-15-2011 05:26 AM
Hello Tony,
This guide explains each report and what you will find:
HTH
Please rate this post if was helpful
Walter Solano
02-15-2011 07:10 AM
Hi, Walter!
Thanks for reply. I read this guide, but did not understand what is the difference between the two reports. In the "Contact Service Queue Activity Report (by CSQ)" I get the information about abonded calls within the report period. And in the "Abandoned Call Detail Activity Report" I also can get the info about abonded calls. What the difference?
02-17-2011 01:17 AM
I mean, why the count of abonded calls is different? In one report it is 15 calls and in the other it is 88 calls.
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