"FAULT" and "LOST" as Task Treatment

[AC Filamor]

On one of our CUIC daily reports, “Fault” and “Lost” appear in the Task Treatment column, along with others like “Abandoned” and “Handled”. Handle Time is 0:00 for all calls that were treated as such, as shown:

What do either of these mean? And how do they relate to "Abandoned" or RONA?

[bill.king1 · Accepted solution]

Hi, what version of CUIC is this and what are you integrating with (UCCE? PCCE? UCCX)?
Also, what report is it?
If you look at the SQL report definition of the report by having it show the SQL, it should tell you what it is (i.e. it is using Code 1 = handled, 2 = Abandoned, etc.) and then you can see what those represent.

[AC Filamor]

Thanks @bill.king1 ! We have Bucher-Suter created reports with internally defined treatment codes along with the standard ones.

[bill.king1]

Hi, not sure I follow. You had said that these unknown messages were shown in a CUIC report. So if you look at the SQL report definition, that should spell out what those codes are (i.e. 7 = this happened) and then you can research it from there. Does that help?

In other words, perhaps it'll be that you need to update the report definition so that when X action happens, instead of showing FAULT it shows B&S_FAULT for instance.