UCCX 10.6 > CCDR > Talk Time

[nitheshkannan]

All,

In Detailed Call by Call CCDR reports, talktime column showing as "0" for outside hours calls for a particular region. Calls are routing to other location during off hours. 

For Ex. Location A reports showing CCDR talk time values as "0" for the calls came in their off hours where the calls will be routed to Location B. Is this something by design or anything to be checked. 

Thanks!

[Jonathan Schulenberg · Accepted solution]

Per the definition of this report, talk time only has a value if it was routed by the ACD to an agent. If you transferred it elsewhere in IVR this column should be zero.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/user/guide/uccx_b_ccx-reporting-guide-1162new/uccx_b_ccx-reporting-guide-1162new_chapter_01.html#UCCX_RF_DDD5C519_00

[nitheshkannan]

Thanks for the help!!