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UCCX 6.0 wrong records in Abandoned calls report

nkariyawasam
Level 1
Level 1

Hello There,

I have a UCCX 6.0 setup with 20 agents. The "abandoned calls" report shows abnormally high number of calls has been abandoned. After analyzing

with "agent call details" report, we figure out that the "abandoned calls" is reporting actually handled calls as abandoned calls.

What could be the possible reason ?

Nk.

2 Replies 2

anubhati
Cisco Employee
Cisco Employee

Hi

Are scripts configured to redirect calls outside UCCX ?

Then make sure these are set to consult transfers. Normally if they are not set that way reports show those calls as abandoned.

Hope This helps

Anuj

Hi Anuj,

Thanks for the response. Actually I do nto transfer calls outside UCCX. My worry is that the calls actually been handled by agents also shown as abandoned calls.

Nk.