UCCE 7.2.X - Calls Answered and Calls Handled

Has anyone experienced an issue in UCCE 7.2, where the calls answered does not seem to be reporting correctly? In this case we are seeing that the calls answered figure, is less than the call handled. The Handled figure seems to be correct when you take into consideration the calls offered, error calls, abandoned calls etc. Webview historic call type reports are reporting what is in the Call Type Half hour tables so not an issue with webview. We have tried to replicate various scenarios but cannot replicate the instance where the answered call is not counted. We have also reviewed the ICM scripts but have drawn a blank.
I have attached a copy webview report that shows the disparity we seem to be having. Any ideas would be much appreciated.
Regards
Cecil

Hi,
this is not necessarily an error.
- Calls Answered value increments when the call has been answered (the moment the agent picks up the phone).
- Calls Handled value increments when the call has been handled, in Cisco terminology, the wrapup state has ended.
If you take into consideration a simple fact, that a call may be answered within one reporting interval (in UCCE 7.2.x it's 30 minutes), and "handled" in the next interval, you can easily see two different numbers.
For instance, six customers call between 10:00 and 10:30. All calls are answered by an agent the moment they arrived. Five calls end before 10:30. But one of them is a demanding customer, and the call ends at 10:40. What you'll see is 6 for CallsAnswered but only 5 for CallsHandled.
Of course, CallsAnswered may be less than CallsHandled, too, it simply means there were calls that were answered within the previous reporting interval but handled in this interval.
G.

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WuTom wrote:
If a call is marked as "Call ended" does this guarantee the other person ended the call, or can it also mean the call disconnected or was dropped?
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