Total Calls Offered in CUIC

[jmercado08]

We have Agent Historical ACD and NonACD report. There is total calls offered field that we want to understand how you calculate in the system.

What if a call is offered to agent 1 (it will show in there total calls offered), agent 1 does not handle that call and it then it goes to agent 2 will that same call show in the total calls offered section? Kindly see attached picture of the report header.

We are asking this question as we need to establish the true number of calls that are hitting our sales floor, if the above example is true then the total number at the bottom of the report is not a true call count as the same call could of hit all 12 agents.

[Jonathan Schulenberg · Accepted solution]

Handled are the calls the agent answered while offered is how many calls rang to their phone. The reporting guide gives the logic to every report and column:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_BK_UA808DBF_00_uccx-historical-reporting-guide-11/UCCX_BK_UA808DBF_00_uccx-historical-reporting-guide-11_chapter_01.html

[jmercado08]

Hello Jonathan, thanks again for the response. But I realized that the cisco documents are not very clear and precise. It does not actually show the computation and it reads very general.