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malel2015
Beginner

missed calls / abandoned calls

Hi,

How can I find out missed calls and abandoned calls  in reports 

Thnaks

4 REPLIES 4
Amer rajai Sha'er
Rising star

Can you please give more specifics (UCCE or UCCX) (Missed calls through agent or Queue or IVR, etc..)?

Amer

Hi,

Both Missed calls through agent and Queue

Thanks

 

CCE or CCX?

Ratheesh Kumar
Collaborator

In CCX you can get the Abandon call details from the Abandon call report from CUIC or Historical Report Client. But the point you have to understand is Abandon call can be listed in CUIC in two ways. If the Agent does not answer or The caller hang up after dialing into the IVR, both cases system marks the calls as abandoned.

 

For UCCX this below link can give you more info.

https://supportforums.cisco.com/t5/contact-center/uccx-abandoned-calls-details/td-p/2666927

 

 

Hope this helps!

Cheers
Rath!


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