Abandoned calls within SLA in WebView

Dears,
It is a UCCE system version 7.0
We have the below issue :
The agent report (By Agent : Agent 05) includes Abandoned calls .
Can someone please verify if this inlcudes the abandoned calls within the Service level Agreement.   How can we view the abandoned calls for an agent excluding the Abandoned calls within SLA ??
Thank you in advance

Abandoned calls. The idea is that if someone calls your call center by mistake and hears the greeting and drops within (default) 5 seconds, you don't want to count that as an abandoned call. It makes the agents look bad and really doesn't add any value.
That being said, some customers ask that this be set to zero. They want to track every call and count those short abandoned calls. Crazy stuff.
The problem with short calls in ICM is it is a single global setting. It's set in System Information and is ICM-wise.
I wish it could be applied on a call type, like the other settings. I have some international CVP deployments where the contact centers in each country have some autonomy and some want short calls, and others don't.
I'd like to see Cisco expand this.
Regards,
Geoff

Similar Messages

  • Creating a customized Historical Report for Abandon Calls

    Hello
    I have a specific question about generating a customized report for a user.  She wants to know the abandonment rate minus the calls that drop off in 10 seconds.  I don't use historical reports so I'm not too sure how to do this.  I looked at the canned reports but it doesn't look like none of those works.
    Can this be done?
    Mark

    Hi Mark
    Here's a couple of suggestions:
    1) You can try the 'Contact Service Queue (by Interval)' report. This has a stat on it called 'Percentage of Service Level Met— Without Abandon'. The description of this is:
    Percentage of presented calls, not counting abandoned calls, handled within the time shown in the Service Level field. This value is calculated as follows:(Number of calls handled within service level / (Number of calls presented – Number of calls abandoned within service level) * 100%
    So to get this working the SLA on your queues would need to be set to 10 seconds, and presumably 100% of calls to be answered at 10 seconds.
    Be aware that the SLA calc is done when the call happens, so if you don't already have those settings it will apply to calls from the time you make the change.
    2) As per Anthony's suggestion, and custom report is the other option. It's a matter of developing SQL code and a Crystal template, and some XML for UCCX HRC - so unless those are things you are familiar with it's not trivial. Maybe PM me if you want it doing for you.
    Regards
    Aaron

  • UCCX- adjust abandoned call time or delay

    Hello all....
    I'm very new and green to UCCX- version 8.5.1 . I have a colleague here looking to adjust the time or delay for when an incoming call to our queue is deemed abandoned. Apparently our wallboard is showing an abandoned call very quickly wo giving an agent time to answer the call. Is there a parameter that can be adjusted for this purpose? I googled a bit, but no significant help.
    Thanks in advance ....Dennis

    Hi Dennis
    There's no parameter in UCCX.
    The typical approaches to this are:
    - For historical reporting, discount calls that abandon within x seconds as listed on the CSQ Call Distribution report. Alternatively, create a custom report that does this automatically.
    - For a wallboard, you would need to have a wallboard that could be customised similarly. CCX puts the stats (including abandon count) per CSQ in the 'realtime' CSQ table designed to be used by wallboards. You would need to bypass this and use a custom query against the historical tables to get such a calculation.
    Regards
    Aaron

  • UCCE - Flowing abandon calls to outbound process

    Hi all,
    Is there a way to perform the following?
    a) Standard report in webview/cuic which shows all the abandon calls. The intention is getting the list to manually call them back without hitting the RCD/TCD tables.
    b) Flowing/routing (ICM+CVP) these abandon calls into the outbound process for preview/predictive dialing
    Thanks!
    -JT-

    You don't want to query the TCD - just query  the RCD (Route_Call_Detail) table. You are not interested in the agent involved, since these calls abandon.
    Here is a simple query you can run that will show abandoned calls in the last hour to get you started. I'm only interested in calls where I can get the ANI, because I want to call those customers back.
    -- Declare the start and end time variables
    declare @start datetime
    declare @end datetime
    -- Look back 1 hour from now
    set @start = DATEADD(mi, -60, getdate())
    set @end = getdate()
    -- Find abandon customer calls that occurred in the last hour
    select DateTime, ANI, RouterErrorCode,
    DialedNumberString, Variable10, RouterQueueTime
    from Route_Call_Detail
    where DateTime >= @start and DateTime < @end
    and RouterErrorCode = 448 and RouterQueueTime > 0
    and ANI is not NULL and ANI <> 'anonymous'
    In my query I actually have "and DialedNumberString like '188%' " at the end of the "WHERE" clause, since all my outside dialed numbers start with 188 (from translation rules on the gateway.) Adjust to suit.
    This is just a starting point for you. I have refined this a number of times - I put the abandoned calls into a temporary table then check each of the ANIs to see if they successfully called (RouterErrorCode=0) back. If you control the timespan on the RCD, this is a very fast query.
    Regards,
    Geoff

  • Definition of Cisco Abandon Calls

    Hi all,
          After migrating to Cisco UCCX 8.0, we are experiencing high abandon call rate. I would like to know if there are any clear definition of how Cisco UCCX calculate the abandon call and also what are the options I have to manipulatethe abandon call settings?
    If there are good referencing document, please give me the links as well.
    Thanks,
    Brandon

    Abandoned is a term used in reporting.  It simply means the opposite of Handled.  A contact is only handled by one of two ways:
    1. You mark the contact as handled within a script via the Set Contact Info step.
    2. A queued contact gets handled by an Agent.
    If one of those two this is not happening prior to the call disconnecting, then it's abandoned.
    There is a grey area in reporting when the contact is not handled by the original trigger/application/script, but redirected to another trigger/app/script which does handled them.  Then they are not marked as abandoned in the above sense, nor are they marked as handled.  They are marked as Handled by Other.
    The default Handled/Abandoned attribute of a contact is good for most applications, but in some cases, a more granular view into what happened to a contact is required.  In those cases, I use the 10 custom call attributes each contact has, to flag or mark the contact accordingly.  E.g., Sent to Voicemail, or Overflow Routing, or OffNet Transfer, or VIP Transfer.
    The documentation you seek is built right in to the Historical Reporting Client.  Just choose Help > Contents from the application, and read up on the different reports, their columns, and the definitions on where the values come from.
    Hope that helps.
    Anthony Holloway
    Please use the star ratings to help drive great content to the top of searches.

  • Increase in Abandoned Calls in UCCX

    Hello All,
    We have an issue going on with a huge number of Abandoned calls. Pleas check one call log below and assist me in this.
    Logs from Voice Gateway
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161621: 51886529: Feb  1 07:53:00.468: ISDN Se0/0/0:23 Q931: Received SETUP  callref = 0x815D callID = 0x1B5A switch = primary-ni interface = User
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161622: 51886530: Feb  1 07:53:00.476: //-1/1FEFD3DA9ACB/CCAPI/cc_api_display_ie_subfields:
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161623:    cc_api_call_setup_ind_common:
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161624:    cisco-username=
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161625:    ----- ccCallInfo IE subfields -----
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161626:    cisco-ani=4142712700
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161627:    cisco-anitype=2
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161628:    cisco-aniplan=1
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161629:    cisco-anipi=0
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161630:    cisco-anisi=0
    2011-02-01 02:53:07       Local7.Debug   10.10.60.1         139161631:    dest=9884
    2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163070: 51886795: Feb  1 07:53:01.268: ISDN Se0/0/0:23 Q931: RX <- RELEASE_COMP pd = 8  callref = 0x015D
    2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163040: 51886782: Feb  1 07:53:01.256: ISDN Se0/0/0:23 Q931: TX -> RELEASE pd = 8  callref = 0x815D
    2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163082: 51886804: Feb  1 07:53:01.284: //3035952/1FEFD3DA9ACB/CCAPI/cc_api_call_disconnect_done:
    2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163083:    Disposition=0, Interface=0x4B9E2C28, Tag=0x0, Call Id=3035952,
    2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163084:    Call Entry(Disconnect Cause=16, Voice Class Cause Code=0, Retry Count=0)
    2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163085: 51886805: Feb  1 07:53:01.284: //3035952/1FEFD3DA9ACB/CCAPI/cc_api_call_disconnect_done:
    2011-02-01 02:53:08       Local7.Debug   10.10.60.1         139163086:    Call Disconnect Event Sent
    Logs from CUCM SDI
    Line 713: 02/01/2011 02:53:00.530 CCM|LineControl(13050) - Get call instance=1 for CI=32077754|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,100,152,1.1><IP::10.10.60.1><DEV::><LVL::Detailed><MASK::0800>
    02/01/2011 02:53:00.547 CCM|ConnectionManager - wait_AuDisconnectRequest ERROR:NO ENTRY FOUND IN TABLE,CI(32077754,0),dcType=1,IFCreated(0,0),PID(0-0,0-0),IFHandling(0,0),MCNode(0,0)|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Error><MASK::0800>
    02/01/2011 02:53:00.547 CCM|LineCdpc(685973): -dispatchToAllDevices-, sigName=CcDisconnReq, device=Spoken_9884|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
    02/01/2011 02:53:00.547 CCM|StationD(135409): StationCtiD - CcDisconnReq onBehalfOf=CCtiLine Cause=0 tmpAe.ci=32077754|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
    02/01/2011 02:53:00.547 CCM|StationD(135409): StationCtiD - CcDisconnReq Cause=0|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
    02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - CcDisconnReq CH=1|32077754 mSavedCcDisconnReq=0xb16f8ac0 ReasonForRedirection=18 OnBehalfOf=CCtiLine CauseVal=0|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Significant><MASK::0800>
    02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - CcDisconnReq CH=1|32077754 mSavedCcDisconnReq=0xb16f8ac0 ReasonForRedirection=18 OnBehalfOf=CCtiLine CauseVal=0|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
    02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - DStopInd CH=1|32077754 mSavedCcDisconnReq=0xb16f8ac0 CmSsFeature=7 ReasonForRedirection=18 OnBehalfOf=CCtiLine CallReason=6 CallState=1|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Significant><MASK::0800>
    02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - DStopInd CH=1|32077754 mSavedCcDisconnReq=0xb16f8ac0 CmSsFeature=7 ReasonForRedirection=18 OnBehalfOf=CCtiLine CallReason=6 CallState=1|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
    02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - GenerateCallStateEvent CH=1|32077754 CallState=1 CmSsFeature=7 CallReason=6 CallStateChangeCause=0 RIU=0 CallSelectStatus=0 AuxiliaryData=0 Privacy=0 Feature=137 LRP=8137 LRPName= callingPartyIPAddr=0x13c0a0a|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Significant><MASK::0800>
    02/01/2011 02:53:00.548 CCM|StationCdpc(696849): StationCtiCdpc - GenerateCallStateEvent CH=1|32077754 CallState=1 CmSsFeature=7 CallReason=6 CallStateChangeCause=0 RIU=0 CallSelectStatus=0 AuxiliaryData=0 Privacy=0 Feature=137 LRP=8137 LRPName= callingPartyIPAddr=0x13c0a0a|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
    |<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Error><MASK::0020>
    02/01/2011 02:53:00.549 CCM|deleteCi: Unable to find the device that owns the call with CI=|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>
    02/01/2011 02:53:00.549 CCM|LineControl(13050) - Release call instance=1 for CI=32077754|<CLID::StandAloneCluster><NID::10.10.60.250><CT::1,200,15,1.1687635><IP::10.10.60.2><DEV::Spoken_9884><LVL::Detailed><MASK::0800>

    Hi
    Are scripts configured to redirect calls outside UCCX ?
    Then make sure these are set to consult transfers. Normally if they are not set that way reports show those calls as abandoned.
    Hope This helps
    Anuj

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  • UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

    Hi,
    We are finding that the there are inconsistencies in the abandons figures shown for a CSQ report for 'Contact Service Queue Activity Report' and the calls that are shown in the 'Abandoned Call Detail Activity Report'.
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  • Increased number of Abandoned calls

    Hi All
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    Both the CUCM and UCCX team confirmed that there are no issues at therespective entities and the issue is from the Voice Gateway.
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    10:19:28.027    H.225    0x1BEE    SETUP              RX <-- 10.10.60.1
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    UNRECOGNIZED VARIABLE: 0x01 i =
    UNRECOGNIZED VARIABLE: 0x01 i = 0x0180010010A8018080F30140B500001280EBE0010200010480DA04038090A21803A983811E0285836C0C218039373337303939313030700580393838331CB59E810003677464000000AA49414D2C0D0A50524E2C6973646E2A2C2C4E492A2A2A2C0D0A5553492C726174652C632C732C632C310D0A5553492C6C6179312C756C
    UNRECOGNIZED VARIABLE (0x61) i = 0x0D0A544D522C30300D0A43504E2C30302C2C752C393838330D0A43474E2C30342C2C312C792C312C393733373039393130300D0A4350432C30390D0A4643492C2C2C2C2C2C2C792C0D0A4743492C61613737636638393239356631316530386662353030323439373739326332300D0A0D0A0A80060004
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    Segmented Message i = 0x80B242
    Bearer Capability i = 0x74640180AA49414D2C0D0A50524E2C6973646E2A2C2C4E492A2A2A2C0D0A5553492C726174652C632C732C632C310D0A5553492C6C6179312C756C61770D0A544D522C30300D0A43504E2C30302C2C752C393838330D0A43474E2C30342C2C312C792C312C3937
    Non CCITT Coding Standard!, trying to decode anyway. Transfer Capability: RESERVED information transfer capability! , Transfer Mode: RESERVED Information Transfer Rate! RESERVED layer 1 protocol code!
    UNRECOGNIZED VARIABLE (0x33) i = 0x3039393130300D0A4350432C30390D0A4643492C2C2C2C2C2C2C792C0D0A4743492C616137376366383932393566313165303866623530
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    UNRECOGNIZED VARIABLE (0x30) i = 0x3439373739326332300D0A0D0A
         Decode Error: IE Length Error (0x32)
    10:19:28.039    H.225    0x9BEE    CALL_PROC          TX --> 10.10.60.1
    10:19:28.069    H.225    0x9BEE    ALERTING           TX --> 10.10.60.1
    10:19:28.070    H.225    0x9BEE    NOTIFY             TX --> 10.10.60.1
    10:19:28.127    H.225    0x9BEE    CONNECT            TX --> 10.10.60.1
    10:19:28.128    H.225    0x9BEE    NOTIFY             TX --> 10.10.60.1
    10:19:31.786    H.225    0x1BEE    RELEASE_COMP       RX <-- 10.10.60.1
    RELEASE_COMP pd = 8  callref = 0x1BEE
    Cause i = 0x8290 - Normal call clearing
    User-User i = 0x052580060008914A000411001100AA7907D9295F11E0879EDCB5C11AB55810A801003A0140B5000012336001020001082C080282901C269E8100036774640000001B52454C2C0D0A50524E2C6973646E2A2C2C4E492A2A2A2C0D0A0D0A224204677464011B52454C2C0D0A50524E2C6973646E2A2C2C4E492A2A2A2C0D0A0D0A
    Thanks
    Abraham

    This is too broad of a question.  Where are the calls abandoning?  Is it in queue or in the IVR?  Have your hold times increased?  Have your agent metrics chaged which might cause poor customer service?
    david

  • Calculating abandoned calls in CUCCX 8

    Hello,
         I suspect that this is an frequently asked question; why am I getting a different number for calls abandoned on the Cisco Supervisor statistics than in Cisco Historical reports?  In Historical Reports the number apears to be greater than in the Cisco Supervisor Desktop.  This is a very plain, vanilla CSQ implementation, just wondering why there's a difference?

    Most commonly there is a misunderstanding of what is really being reported for the different reports.  What report are you referring to in the history reports and how does that relate to what you are looking at in supervisor desktop?
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    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf
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  • Abandoned calls report

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    I haven't tried this, but it seems logical to work.
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  • UCCX 8.5 Abandoned Calls Notification

    Hi Team!!!
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    Hi,
    Do you have a wallboard ? If yes, you can display this parameter along with other parameters on the wallboard.
    Also you can check for free of charge wallboard as discussed in the below thread.
    https://supportforums.cisco.com/message/1042045#1042045
    Hope it helps.
    Anand
    Please rate helpful posts !!

  • Abandoned Calls report in UCCE

    I created a lab environment to demonstrate UCCE solution.
    My customer requested me to provide on call-by-call basis all calls that was abandoned in queue. So, how can I query ICM Database in order to find that information?
         Based on Database Schema Handbook and related docs instructions,  I'm trying to querying  Route_Call_Detail Table and field RouterErrorCode = 448. But, I'm not sure if it is the best way to do that.
    Does anybody here have done that before?

    That is exactly the right error code in the RCD - good job.
    I have written a few abandon call reports at various levels of sophistication. We wanted to find the abandoned calls by ANI (easy - 448) then for each of those ANIs, see if they called back later and were  successfully answered. For those that did not, we wanted to set up an outbound list and have the agents call them as a courtesy service - and a few variations on this theme. You need to write optimized SQL when dealing with the RCD because of the indexing (or lack thereof).
    Regards,
    Geoff

  • UCCX - Abandoned calls

    I realised an anomaly which occurred in the system whereby we still have abandoned calls even when the phone is not ringing.
    Most of them are coming from general line e.g 1234. Could it be because it takes too long for the call from general line 1234 to be routed to CISCO?
    This issue has been a daily nuisance for us. Customer complaint is also on the rise.
    Any idea what to look into? im clueless to troubleshoot
    Thanks
    Marzuki

    Hi Tanner Ezell,
    I'm not sure what u meant by queue abandon or application abandon. is this as what i understand as below?
    "Application abandon" means The callers who have dialed the Contact Center number, the IVR responded with a welcome message and eventually some pre-recorded prompts. Customers who choose to close the line at this level (they did not speak to an agent) are considered as abandoned in IVR.
    As for "queue abandon", those are the callers who have heard the welcome message, and then heard pre-recorded messages, navigated in the IVR menu and selected the option to speak to an agent. The call is now transferred to the Queue. If all the agents are busy, then the caller will hear the Hold Music. If there's an available agent, the customer will speak to the agent. Customer who close the line while listening to the Hold Music are considered as abandoned in queue (or "router queue" in UCCE terminology).

  • UCCX Abandoned Calls Details

    Hello All,
    We have a small Call Center Express , with just one Queue .. the version is 10.5.1-11001_49
    The main request for the customer was as follows :
    For the CSQ get below :
    Calls Presented
    Calls Handled
    Calls Abandoned
    IVR Abandoned
    Agent Abandoned
    Inside the CUIC for the CCX , we can get the Calls Presented , and Total of Calls Abandoned .. we can’t get which calls are Abandoned inside IVR ( i.e : before reaching any Agent .. just the customer was waiting in Queue , then he choose to drop the call ) ..
    also for Agents , i.e: Calls were abandoned after getting presented to Agents ( there is no Auto Answer ) , and the RNA time is 12 seconds
    Reports where used for getting the calls are :
    Contact Service Queue Activity Report ( where it shows Total Presented , Total Abandoned )
    Abandoned Call Detail Activity Report ( where it shows Abandoned calls with respect to Agents )
    So , now with example from the customer DB :
    CSQ Activity Report give below details :Total  Presented : 5778
    Handled : 5409
    Abandoned : 369
    We tried get more details for the Abandoned calls from the Abandoned Call Detail Activity Report, and  we got only 66 calls Abandoned inside that report …
    Does that mean the rest of Abandoned calls are Abandoned in IVR ? , 369 – 66 = 303 Calls
    Does anyone know the correct way of getting those Abandoned IVR calls ?
    Thanks a lot ,
    Ahmed Salah

    Hello Aaron,
    Thanks for the reply ...
    i have done some testing on LAB , to figure out the analogy .. and below is the output :
    To explain , the Abandoned calls can be summarized to below :
    Abandoned Application : The Caller called the System Number , then heard the Welcome message .. and Closed the Call , he was NOT offered to be Queued Yet ..
    Abandoned Queue : The Caller called the System Number, heard the Welcome message , and he selected proper choices to reach agent , but all were busy , so he waited in Queue .. then Closed the Call … he was NOT offered to an Agent Yet
    Abandoned Agent : The Caller called the System Number, heard the Welcome message , and he selected proper choices to reach agent , and Agent XXXX was reserved , and during the Ring Time , the Caller closed the call .. he was NOT talking with the Agent .
    Now to get the 3 types using One report , I would suggest :  Detailed Call CSQ Agent Report .. , and to use it as below :
    Before running the Report , filter it with only one Filter inside CUIC : Called Number (@param4) , and choose the Trigger Number for the Application, then Run the Report
    Now you can extract the report , and work only on the Call Disposition value of “1” , which is “Abandoned”
    You should see output like below :
    Note : I simulated some calls on the Lab , with same version of UCCX as installed on your premises  “10.5.1.11001-49” , and Agent is called : Agent 1
    The calls with Values in Application Name only >> Abandoned Application , Yellow
    The calls with Values in Application Name , and CSQ Names >> Abandoned Queue , Purple
    The calls with Value in Application Name , CSQ Names , and Agent Name >> Abandoned Agent , Red
    Now if I run the report with “Contact Service Queue Activity” , I should expect calls to be matched with above data ,
    And to be specific , the data should match the case where values in Application Name , CSQ Names , AT LEAST , so it will match both “Purple , Red “ ,.. which are 9 calls
    I hope this could help others .. :)
    Thanks a lot ,
    Ahmed Salah

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