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PCCE : CUIC Report Field explanation Required

Muzammil Nakade
Level 1
Level 1

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  :

  1. Calls abandoned while queued to skill group  
  2. Calls abandoned at agent desktop

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. 

 

3 Replies 3

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.

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 :

  1. Calls abandoned while queued to skill group  
  2. Calls abandoned at agent desktop

appreciated if can receive explanation on the above to clear my requirement/ask.

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