UCCE 7.2.X - Calls Answered and Calls Handled

[cecil.dsouza]

Has anyone experienced an issue in UCCE 7.2, where the calls answered does not seem to be reporting correctly? In this case we are seeing that the calls answered figure, is less than the call handled.  The Handled figure seems to be correct when you take into consideration the calls offered, error calls, abandoned calls etc. Webview historic call type reports are reporting what is in the Call Type Half hour tables so not an issue with webview. We have tried to replicate various scenarios but cannot replicate the instance where the answered call is not counted. We have also reviewed the ICM scripts but have drawn a blank.

I have attached a copy webview report that shows the disparity we seem to be having. Any ideas would be much appreciated.

Regards

Cecil

[Gergely Szabo]

Hi,

this is not necessarily an error.

- Calls Answered value increments when the call has been answered (the moment the agent picks up the phone).

- Calls Handled value increments when the call has been handled, in Cisco terminology, the wrapup state has ended.

If you take into consideration a simple fact, that a call may be answered within one reporting interval (in UCCE 7.2.x it's 30 minutes), and "handled" in the next interval, you can easily see two different numbers.

For instance, six customers call between 10:00 and 10:30. All calls are answered by an agent the moment they arrived. Five calls end before 10:30. But one of them is a demanding customer, and the call ends at 10:40. What you'll see is 6 for CallsAnswered but only 5 for CallsHandled.

Of course, CallsAnswered may be less than CallsHandled, too, it simply means there were calls that were answered within the previous reporting interval but handled in this interval.

G.

[cecil.dsouza]

Thanks for the response.

We are looking at entire day. Would expect a small disparity over the midnight period, but that is not the case here. The logic is that a call will appear as answered first, before it is handled. We are seeing the call correctly counted as handled but not counted as answered.

[Gergely Szabo]

Hi,

this report has not been modified, is that correct?

Is there Outbound Option involved here? Or anything with Media Routing, like EM or EIM?

G.

[cecil.dsouza]

No. The figures telly with what in the Call Typ Half Hour table. So not a Webview issue. We have no Outbound or EM or EIM. The call type report is reporting at a call type just before it quues to skill so no IVR involved either

[Dass Prakash R]

Hi Cecil,

Normally for the reporting purpose, we would normally use only the completed tasks and not Tasks, so we would use only the Total completed tasks and not Calls offered

Thanks,

Dass

[sottrustoni]

We are on UUCE 10.5 and have the same issue where Calls Answered is less then Handled on a full day report.   We have not modified the report and this is not a 24 hour call center.  The call type is just before queue node and they do not do outbound calling or take any email or chat customers. 

[bill.king1]

You would need to compare a couple different reports (agent vs. the call type report vs. skill group/PQ reports). There are several defects such as this one that might be coming into play here, but you'd need to determine exactly which reports/fields are having the issue as a start, and then try and isolate where the issue resides. Good luck!

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvq29314