What's Assigned From Queue (RouterQueueCalls) in CallType Interval Rep

[SANJ21]

I have a UCCE v12.5 environment and am looking at the Call_Type_Interval table (CTI) trying to understand some of the fields that customer is reporting on.

A question was raised as to why the "CallsOfferred" field doesn't match (or is lower) than the "RouterQueueCalls" (Assigned From Queue in CUIC report) and from what I can see looks like the difference seems to be that CallsOffered = RouterQueueCalls+CallsRequeried. Is this correct? Looks consistent when I pull day to day reports on this.

If so, what constitutes CallsRequeried? DB Schema says it's router requery events so I thought it's RONA calls but doesn't seem to be right. These are for callback calls (CCB) so this might add another layer of complexity/confusion to the metrics. Any guidance would be appreciated. TIA.

[david.macias · Accepted solution]

There are a few ways that a call can be requeired. The most obvious is an agent didn't answer the call and we had a RONA. However, there are other scenarios (rare) where an error can occur downstream where requery  happens. For example, a phone loses it's registration while a call is being delivered or there's a PG failover.

david

[bill.king1 · Accepted solution]

Another "good" one is if the agent is available and the call is trying to be delivered to the agent but the agent hits the ignore/decline button on the phone (which often is shown by default) for some reason/call avoidance.