Reporting Aband Calls >20 Second

[mbieyasid]

Hi All

I have some challenges from our customers, now the condition our customer running CC with Cisco PCCE before the infra CC use Avaya and our customer needs all reporting in the Avaya must have on cisco.

now we issue about providing "aband call >20s" our customer says this abandoned for queue more than 20s, but on cisco we difficulty to find a way for this reporting, anyone has some experience like me if you have the same experience or suggestion please reply this discussion.

below reporting avaya our customer needs on the cisco side.

[TalkingScientist]

Have you looked into using Bucket Intervals?

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_5_1/User/Guide/ucce_b_reporting-concepts-for-ucce-11-5/ucce_b_reporting-concepts-for-ucce-11-5_chapter_01100.pdf

[bill.king1]

@mbieyasid , bucket intervals is an option like @TalkingScientist , or you may be able to use service level or even short call reports/values in your system, it all depends on how you're setup. If you have a bucket and/or a service level of 20 seconds, you should be able to get this pretty straightforward.