UCCE 8.x HDS Reporting - Calls Handled vs Call Answered

[ravalsameer]

        What is main difference between  Calls Handled vs Call Answered and which number is accurate to report on actual calls recevied.         

[Gergely Szabo]

Hi,

what ICM version and which table are you looking at?

The number of handled calls = the number of calls that ended their wrapup phase within the reporting interval (15 minutes, 30 minutes).

The number of answered calls = the number of calls answered regardless of their ending within the reporting interval (15 minutes, 30 minutes).

G.

[ravalsameer]

ICM 8.5 Skill_Group_Interval Report. Which is the accurate number to use for reporting. Handled or Answered.

[Gergely Szabo]

Depends on what you want to see. How many calls were answered (picked up by the agent) or handled (disconnected, then wrapup).

Answered = the call starts.

Handled = the call ends.

Answered does not always equal to Handled. For instance, you can have 10 calls as Answered within a 15 minutes interval - and 8 of them may be Handled within the same interval, but 2 of them pass the reporting interval boundary. Those two calls will be counted as handled in the next reporting interval.

G.

[ravalsameer]

Thanks.  When we run a daily report the why do think we always have the Handled calls  alsomst 15% higher than answered calls everyday.

[Gergely Szabo]

Do your agents initiate outbound calls, too?

G.

[ravalsameer]

No Outbound calls.

[Gergely Szabo]

Then talk to Cisco.

G.

[ravalsameer]

Thanks.

[nguyenvanhoan]

Dear Cisco,

In case, from 8h to 8h15, we have 10 offered calls, how to check how many calls are handled or answered within  same interval? 

This information will help us so much.

Thank you for your support,

Nguyen