I am referencing this bug:
There is a DDTS in this area - CSCdy66959 - Calls dequeued from CSQ do not get tracked properly. The same will be fixed in 4.0
The following is from the DDTS Release-notes
Symptom:
Historical Reporting shows a call as abandoned when it is redirected after being dequeued from a CSQ.
Condition:
This happens even when there is a Set Contact Info step that marks the contact as handled in the successful branch of the Redirect step.
Workaround:
Refer to the Real Time Reporting Stats which will correctly reflect the contacts as Dequeued
My question is thus:
Using the "CSQ IP ICD Stats" report, I see the calls as "Dequeued", however using the "Overall IP ICD Stats", they show up as abandoned. In both instances, I am using Real Time Reporting and not Historical. So (and here is the question) is that part of the same bug?
cheers!
