Discrepancies in UCCX historical reporting

[Saima Harris]

I have a customer who is running Historical reports but there are some discrepancies between "Contact Service Queue Activity Report (By CSQ)" and "Agent Summary Report"

In CSQ report it shows 1 call as abondant but in Agent Summary report it shows all the calls presented were handled by Agents (i.e Calls present is equal to Calls handled).

Any idea why it would show like that ?

They are using Version 7.0 (1.50)

Please see screen shots attached

Thank you

[Gabriel Saavedra]

Hi,

That is because the call was abandoned while it was in queue, the agent summary shows calls abandoned for agents when the calls reach the RNA (ring no answer) time.

Gabriel.

[Chris Deren]

Correct, apples and oranges. Csq reports should not be compared to agent reports as Csq includes queued calls.

Sent from Cisco Technical Support iPhone App

[Saima Harris]

Thanks for your  help.

I provided this information to the user and she was fine and understood