CUIC Reporting Question

[Yort Mantup]

Hello,

Looking for some input to understand a report.  Ran the Contact Service Queue Activity Report for a 5 CSQ's that are all part of one resource group/team.  Looking at the data I show:

Calls Presented:  947

Calls Handled:  823

Callsl Abandoned:  94

Calls Dequeued:  0

Calls Handled by Other:  22

That leaves 8 calls unaccounted for.  Any idea's as to what types of calls or events account for the 8?

[will.alvord]

Not sure what version of CCX you're running, but this is from the historical reports user guide for v9.0.2:

Calls Handled by Other:

Total of the following calls:

• Calls queued for the CSQ, then dequeued by the Dequeue step in a workflow,

then marked as handled by the Set Contact Info step in the workflow.

• Calls queued for the CSQ, then hung up, generating a Contact Inactive

exception. And then, this exception is handled using On Exception Go To and

marked the contact as handled by the Set Contact Info step in the workflow.

• Calls queued for more than one CSQ and then handled by another CSQ.

[Yort Mantup]

running UCCX 10.5 so I'm referring to CUIC which replaced HRC.  thanks for the info regarding the Call Handled by Other but what I'm looking for is the 8 calls that are not categorized within the report.

[will.alvord]

I apologize - completely misread your question. RONA's maybe?

[Mohamed Amine Jaafar]

Hello troyputnam,

Did you ever find an explanation to the 8 calls ?

I'm facing the same problem. Moreover, I detected thanks to the "Agent Detail Report" that those calls are "Inbound non-ACD on IPCC". However, I can find how come that a non-ACD call that goes directly to the Agent extension is actually counted in the CSQ Report...

[cuicReportingX]

I found the missing calls count in report named "CSQ All Field Report" under the column "Handled By Other".

The calls offered at CSQ A  = Calls Handled + Calls Abandoned + Calls DeQueued + CallsHandled By Other

Here, write to me in-case any help needed

baseer.softengr@gmail.com