Solved: High Abandoned calls in UCCX 8.5

geeta.kumari1 · ‎08-25-2016

Hi All,

Im getting high value of abandoend calls in Customer service queue activity report( by CSQ). We have checked the abandoend call activity report which shows less number of call per agent.

Can someone guide from which report i would be able to categorize all type of abandoned calls.

Regards,

Geeta

Mohammed al Baqari · ‎08-25-2016

Are you performing call transfer from the script. If so you need to invoke terminate step else the transferred calls will be counted as abandoend.

CSQ report will show all abandoend calls cause by Agent or other reasons. Agent report will show the abandoend calls caused by agents.

View solution in original post

Mohammed al Baqari · ‎08-25-2016

Are you performing call transfer from the script. If so you need to invoke terminate step else the transferred calls will be counted as abandoend.

CSQ report will show all abandoend calls cause by Agent or other reasons. Agent report will show the abandoend calls caused by agents.

geeta.kumari1 · ‎08-26-2016

Hi Mohammed,

Thanks for response. I modified the script and I was able to get correct data now.

Regards,

Geeta

Mohammed al Baqari · ‎08-26-2016

Great news. Will be good to mark the post as answered