No abandoned call data

[Sgj]

Hi,

I have a problem with the UCCX Historical report.

I tried a test call until the phone was not picked up by the agent and turned off by itself.

But when I check in CUIC, calls don't go to abandoned calls and are read as handled calls.

I've also tested with the call state being muted from the caller's side just before the agent picks up the call.

But still not read as Abandoned Call.

Does anyone know why that happened?

Thanks in advanced

[david.macias]

I'm not following the call scenario. Can you rephrase what happened to the call?

david

[jim-j]

An abandoned call is when the caller hangs up before an agent answers the call.  For the abandoned call to show up in a CSQ's stats that caller has to be queued to the CSQ before they hang up.

[VoIP Engineer]

Are you showing 0 calls abandoned, even when you are calling in and hanging up?

If that is the case, you may want to look at your script and make sure you aren't marking them as handled.