Correct, with the agent state showing as "On Hold" it would create inaccuracies in their reporting.    ... View more

Editing the XML file is not really that difficult and as long as you're working off of a saved copy, you don't have to worry about blowing anything up. I tried the instructions you were given and it didn't give me a what I was looking for (a true summary report without displaying each interval).     I found the "summary only" option at the end of the XML file:    Just an FYI, I've found that if you modify the report in the Edit Views, to add any columns, it will revert that back to "false" and you'll lose the Summary Only option.     Hope this helps!  ... View more

paul_k,    Were you ever able to get a daily summary grouping to work?  I need to recreate agent based Summary reports from our 10.x environment but haven't found a way to do so.  ... View more

Hi alexporter92,  I'm not sure about problem number 1.  But there is a doc on silence detection issue that might get you on the right path:  http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-customer-voice-portal-901/200870-CVP-Record-Element-Silence-Detection-d.html For problem 2, I can shed some light.  We made a "Supervisor Admin Utility" that allows callers to dial into an ICM script, verify a PIN and then choose to force close, force open or return the call center to normal business hours.  1. First you'll need to create persistent Data Type: Character User Variables.  One for Business Hrs Check (modified by the ICM Admin Script) and one for the SAU state.   2. In ICM create a new script for the SAU and set the Variable for each state depending on what digit is entered (CED 1 = ForceClosed, CED 2 = ForceOpen, CED = 0 Default).   The default option will need to return all modified SAU variables to default.  3. In the main ICM script, set an IF Statement for each variable option.  "If.Global.user_OfficeName_SAUState=xxxxxx", then route the call to the appropriate behavior.   I hope this helps!   ... View more

Danish, Our vendor found calls that were marked as "abandoned in network", since they are technically requery calls (the script is in CVP), they are passing through the RoNA call type but do not show on the Agent reports as RoNA calls.  We are working to see if this is a traffic issue and are increasing the circuit for that location.   If it resolves the issue, I will post an update.  ... View more