12-16-2024 12:42 AM
Good Day Collaborators !
I have a query on details from field content within the CUIC "Call Type Historical All Fields" report. as contact center solution we are functioning on PCCE.
For "Completed Task / Abandon" , kindly appreciated to have explanation for below referenced criteria consideration :
Report Reference link : https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_11_6_1/maintenance/Guide/pcce_b_reporting-guide-11-6/pcce_b_reporting-guide-11-6_chapter_010010.html#CUIC_RF_C467E696_00
COMPLETED TASKS | |
Abandon | The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls. Derived from: Call_Type_Interval.TotalCallsAband. |
Thanks & Regards,
Muzammil N.
12-16-2024 04:17 AM
What is your question? If you look at the help icon at the top right when you run the report, that also gives the the explanation on the various fields.
12-18-2024 04:59 AM
Thx Bill,
yes i am aware of this section/eplanation provided, however the details are not clear at least for my understanding. I need details on following matric parameter :
appreciated if can receive explanation on the above to clear my requirement/ask.
12-18-2024 10:53 AM - edited 12-18-2024 10:54 AM
Not sure what you're looking for?
The first would be, among other things, if a call is queued to the skill group and the caller hangs up in queue
The second is more after the call is coming out of queue and going to the agent.
You can find the schema guide with the specific details here https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_5_1/reference/guide/ucce_b_125-database-schema-handbook-for.pdf
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