UCCX Abandoned Calls Details

[Ahmed Khalefa]

Hello All,

We have a small Call Center Express , with just one Queue .. the version is 10.5.1-11001_49

The main request for the customer was as follows :

• For the CSQ get below :
  • Calls Presented
  • Calls Handled
  • Calls Abandoned
    • IVR Abandoned
    • Agent Abandoned

Inside the CUIC for the CCX , we can get the Calls Presented , and Total of Calls Abandoned .. we can’t get which calls are Abandoned inside IVR ( i.e : before reaching any Agent .. just the customer was waiting in Queue , then he choose to drop the call ) ..

also for Agents , i.e: Calls were abandoned after getting presented to Agents ( there is no Auto Answer ) , and the RNA time is 12 seconds

Reports where used for getting the calls are :

• Contact Service Queue Activity Report ( where it shows Total Presented , Total Abandoned )
• Abandoned Call Detail Activity Report ( where it shows Abandoned calls with respect to Agents )

So , now with example from the customer DB :

• CSQ Activity Report give below details :
  • Total  Presented : 5778
    • Handled : 5409
    • Abandoned : 369

We tried get more details for the Abandoned calls from the Abandoned Call Detail Activity Report, and  we got only 66 calls Abandoned inside that report …

Does that mean the rest of Abandoned calls are Abandoned in IVR ? , 369 – 66 = 303 Calls

Does anyone know the correct way of getting those Abandoned IVR calls ?

Thanks a lot ,

Ahmed Salah

[sandeep_yadav07]

Thanks Ahmed ! Informative document, really helped for correct report execution.

[samaitoperation]

Thanks ! It worked for me

[dsobrinho]

Hi Aaron,

It is no clear for me why the (abandoned calls in queue) is not shown in the report "abandoned call detail activity report", from uccx 11.6.

[Carlos Peralta Nic]

Hello This helped me a lot, to understand the calls abandoned in the IVR. thank you

[RIteshMishra7935]

Hi Ahmed,

I CAN'T SEE my Trigger number listed in the Called Number(@param4) section of the report.
Please suggest.

[dsobrinho]

Hi, 

I have a different problem. In the version 11.6 UCCX I have 60 agents using Jabber as a softphone. In the report I have call presented, call handled and abandoned calls. The sum of the values ​​of calls handles and abandoned calls never matches calls presented.

A tac was opened for this the engineer told me that some calls like transfered, conference are sum in presented calls, but I would like to know how can I track this in the reports?

Best regards

[RIteshMishra7935]

Hi Ahmed,

Thanks for the wonderful explanation for pulling the report. I have a question, while pulling the Detailed Call CSQ Agent Report, in Called Number section @param4, it DOESN'T recognise the Trigger of the Application. I don't see that listed either. 

Any help would be highly appreciated.

Thanks