GIlla Wallboard - percentage calls abandoned

Hi
I wonder if anyone can help me
I have the following Select query
SELECT CSQName, loggedInAgents, availableAgents, callsWaiting, callsHandled, totalCalls,
callsAbandoned * 100 / totalCalls AS PercentCallsAnswered, callsAbandoned, endDateTime,
convAvgWaitDuration, convLongestWaitDuration FROM RtCSQsSummary WHERE (CSQName = 'RSD') OR (CSQName =
'MaRS') ORDER BY CSQName
My problem is that the percentage query fails when it comes back with a NULL value (no calls have been taken, Can anyone help with this change so that it ignores a null value, as the whole wallboard fails until all queues have taken a call.
Thanks
Matt

I did eventualy get the gila wallboard to display agents handled. Attached is the working code with the agents handled fixed. This will not work on 8.x, I am working on that now but still no luck.

Similar Messages

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'.
For example if I view a CSQ in 'Contact Service Queue Activity Report' I see that there are 18 calls abandon today with 9 dequeued. However I when run 'Abandoned Call Detail Activity Report', I can only see 4 calls showing for that CSQ. Before I got to TAC with this has anyone else seen this?

Hello Saeed, Kiarash,
Page 212 on this document explains why.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programmin...
Q.Why do the number of abandoned calls shown on the Abandoned Call Detail Activity Report and the number of calls shown on the Contact Service Queue Activity Report not match?
A.These values can differ because a Contact Queue Detail record may mark a call as dequeued while a Contact Call Detail record marks the call as abandoned. For example, consider the following workflow:
Start
Accept
Prompt
Select Resource
-Connect
-Queue
--Play Prompt (Prompt2)
--Dequeue
--Play Prompt (Prompt3)
End
If a call is abandoned during Prompt2 or Prompt3, the Contact Queue Detail record will mark the call as dequeued but not abandoned from any queue. The Contact Call Detail record will mark the call abandoned.
In this case, the Contact Service Queue Activity Report will show the call as dequeued from all CSQs for which the call was routed. The Abandoned Call Detail Activity Report will show the call as abandoned from all from all CSQs for which the call was routed.
Another reason is that the call gets aborted after being in the queue.
Such calls get marked as aborted in the Contact Call Detail record, and as dequeued (if it was dequeued before aborting)/abandoned in Contact Queue Detail record. In this case the CSQ reports will display more abandoned calls than the Abandoned Call Detail Activity Report.
Thank you,
Shadi

Calls abandoned in queue

Hello there,
Please could anyone explain to me the difference between a call being abandoned from the router queue and from the TDM queue?
Also, can anyone tell me how the TDM works? Please be kind to me an use simple language.
This is the definition for calls abandoned in queue from Cisco Help:
"The number of queued tasks for the skill group that were abandoned from the router queue (not the TDM queue) in the half hour interval"
Thank you in advanced.
Erica

Hello Erica,
I suppose that you are referring to the number of callers who have abandoned in IVR (Interactive Voice Response) when you say "calls abandoned in TDM queue". Those are 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 "abandoned in queue", 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).
Hope this helps,
Justine.

GILLA Wallboard problems when upgrading to 7.1 (SR05_Build504)

We ran een extensive upgrade from version 5 to 7.1 (SR05_Build504). On version 7 the wallboard was fully operational but after installing the patches and SR the wallboard died. I have checked all option, but all seems ok. Any guidance or suggestions, please shoot,
I checked the database with the sql analyzer running the sql commands out of the Gilla wallboard and this returns the correct data.
thanks
Ger

We are using Wallboard ver1 on UCCX 5.0 Not sure if there is another verson for wallboard.
I dont know the answer to your issue but i will be following this thread.
Andy

UCCX 7.0 calls abandoned after 15 minutes waiting in CSQ

Hi,
I have made a test lab environment to simulate a problem.
There is one agent and one CSQ. When I call the script trigger number the agent phone rings and I answer the call.
I keep this call on and put both phones on mute.
When I call from another phone to the trigger number I hear the prompt "you are the first waiting customer...."
I let the second caller waiting in the queue for more then 15 minutes.
When the 16th minute starts I hear another message from UCCX itself (not one of my own prompts) that the call cannot be answered. This message repeats a couple of times and then the call is abandoned.
Could you please let me know if this is default normal behavior of the UCCX system?
Is this a parameter which I can change to unlimited waiting time?
Thanks in advance,
Regards,
Ruben

This issue happened because our script exceeded 1000 lines. We saw this after debugging the script. We changed the level to exceeded after 2000 lines. We now get the error message from UCCX self after 40 minutes which for us is a workable solution.
Thank you for your help.
Regards
Ruben

Missed calls when caller abandons?

Hi everyone. First time posting, so I'm not sure if there is a particular format I'm supposed to be using or not, so my apologies in advance. I have a queue that takes a caller, selects a resource, puts the call on hold, gets the agent extension of the selected agent, places a call to the agent, plays a prompt that tells them the customer company name, terminates, and then connects the caller. My issue is that if the caller hangs up while the prompt is being played to the agent, because an agent has already been selected, it shows up as a missed call in the agent statistics, even though it's been abandoned. Additionally, depending on where in the process the caller hangs up, the agent gets a second call saying there was a problem with the phone system. The customer experiences normal behavior while queued and when an agent is selected. I would greatly appreciate any help anyone can give. Thanks!
Ian

Hi Aaron,
Your suggestion is actually the first thing I recommended to my boss, however she had this "whisper" functionality at her previous workplace where they used avaya, and she's the driving force behind it. The script works as intended, except for the missed call scenario. Out of curiosity, do you know if, in a typical uccx environment, a caller hanging up while the agent phone is ringing shows up as a missed call, and if there is any way to change that? It's basically the same situation...Thanks for your reply.
Ian

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

Calls offered = Calls Handled & Abandoned in Q?

I have produced a report that shows calls Handled and Abandoned in Queue, however they do not add up to the total calls offered,
The report is showing Handled @ 329 & Abandoned in Q 273, where as calls offered is 524.
The discrepancy is 48 calls!
In looking at the cisco documentation it is difficult to discern what makes up calls offered or call abandoned.
Any help is greatly appreciated.
Thanks Sarah

Hi Oabulaban, Can you tell me where i would find adandon on ring as a calculation? I couldn't find it in either the call type report or the call type skill group report.
Just to confirm, is I run the call Type report, calls Handled + calls Abandoned = calls offered 17 +25 = 41
however in the Call type skill group report - just run as a call type report the same calculation is 24 + 27 =51 However the actuall calls offered is showing 49!
a couple of people have mnetioned it could be script related, however I need to understand which would be the correct view - Call type report or the call type Skill group report.
If you are able to calrify that would be great.

Increased number of Abandoned calls

Hi All
We have a Severity 1 case going on and its that we are getting huge number of abandoned calls in UCCX and on a particual CSQ.
Both the CUCM and UCCX team confirmed that there are no issues at therespective entities and the issue is from the Voice Gateway.
this is the log of an abandoned call from the gateway, could anyone check this and let me know what could causing this trouble,
10:19:28.027    H.225    0x1BEE    SETUP              RX <-- 10.10.60.1
SETUP pd = 8 callref = 0x1BEE
Bearer Capability i = 0x8090A3
Transfer Capability: Speech, Transfer Mode: Circuit Mode , Transfer Rate: 64 Kbps, Layer 1 Protocol: G.711 A-law
Calling Party Number i = '!', 0x80, '719737099100'
Called Party Number i = 0x80, '9883'
User-User i = 0x6505
IE out of order or end of private IEs --
Net Specific Fac i = 0x060008914A00042800B500001240013C05010000AA77CF89295F11E08FB5002497792C2000CD1D820007000A0A3C019AA01100AA7907D9295F11E0879EDCB5C11AB5586704130000000C2013800B050001000A0A3C0141ED001E400000060401004C20138012150001000A0A3C0141EC000A0A3C0141ED00130000010C601380
IE out of order or end of private IEs --
UNRECOGNIZED VARIABLE (0x0B) i = 0x0001000A0A
UNRECOGNIZED VARIABLE (0x3C) i = 0x41
IE 0xED
IE out of order or end of private IEs --
Segmented Message i = 0x400001060401004C60138012150001000A0A3C0141EC000A0A3C0141ED00
UNRECOGNIZED VARIABLE: 0x01 i =
UNRECOGNIZED VARIABLE: 0x01 i =
UNRECOGNIZED VARIABLE: 0x01 i = 0x0180010010A8018080F30140B500001280EBE0010200010480DA04038090A21803A983811E0285836C0C218039373337303939313030700580393838331CB59E810003677464000000AA49414D2C0D0A50524E2C6973646E2A2C2C4E492A2A2A2C0D0A5553492C726174652C632C732C632C310D0A5553492C6C6179312C756C
UNRECOGNIZED VARIABLE (0x61) i = 0x0D0A544D522C30300D0A43504E2C30302C2C752C393838330D0A43474E2C30342C2C312C792C312C393733373039393130300D0A4350432C30390D0A4643492C2C2C2C2C2C2C792C0D0A4743492C61613737636638393239356631316530386662353030323439373739326332300D0A0D0A0A80060004
IE out of order or end of private IEs --
Segmented Message i =
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
IE out of order or end of private IEs --
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?
There are good reasons why reports will show different values and the difference is most always found in what is actually being reported per the specific report. It's very hard for this reason to match a RTR with a historical report because they are coming up with the numbers (in this example abandoned calls) in a different way and for a different purpose.
For example:
Say in the Supervisor RTR you are looking at abandoned calls for the Team 'Sales' and in the Historical reports you are looing at the Abandoned Calls Summary Report looking at the Sales CSQ. It may seem like the same thing but one is reporting on a "team" and the other is reporting on a CSQ.
So check to see what is being reported on first. Here is the documentation for the historical reports. Chapter 3 is where you want to look.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf
Then if you still believe there is some difference please post back with some details about the difference to help us isolate what may be happening. Screenshots, attaching a report, etc...

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

UCCX script and abandoned calls

Hi Guys
I got question about that UCCX script and abandoned calls , so currently we had 4 different script for support the call follow .
So the Main script is just AA let the people select menu 1 , 2 ,3 then go to different queue , after select 1 (for example) then call-direct to second script trigger number and coming into the queue .
Unfortunately , the system counter the action to be an Abandoned call , I already open the case about this issue and the TAC did not found any configure issue on UCCX , from the log we can seem all the REDIRECT,lrd=5000 is abandoned call .
23811205: Apr 28 13:01:44.257 GMT+800 %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=37148,implId=151183/1,state=STATE_RECEIVED_IDX,inbound=true,App name=APP0,task=null,session=null,seq num=-1,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=null
23811420: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(5030) JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23811424: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23818414: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(239) JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
23818421: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
Please give some advice about that and I am look forward to heard from you guys soon .
Thanks

Hi Jon
I was tested "Set Call Contact Info step to mark the call as handled" last night , but not working .
so in the get call contact info properties , I was used last Redirect number to nest trigger number .
but not working .
so have got any idea about that ?
thanks

Run special script for abandon calls

Sample: If the call has been stopped at the initiative of the client after 40 seconds of stay of a call in system (that is the client looked forward to hearing more than 40 seconds, and has hanged up, without having waited)We can call any IVR/ICM the Script?

I'm with David on the first part: Your question is difficult to understand. I'll take a couple guesses at the answer you might be looking for. Please clarify if you still need help.
1) It IS possible to run further/additional scripts if a caller hangs up but this requires a good understanding of the scripting engine. You can use exception handling to recover from the caller abandoning and then move to another point in the script or call another script entirely. If you called another application and accompanying script (instead of calling a script as a sub flow) you would need to use a session to move useful variable data to the other application. Again, this is possible but you need to know CCX well before attempting this, in my opinion.
2) You could use the Get Reporting Statistic step to retrieve the estimated wait time for the CSQ prior to the caller abandoning. This would allow you to offer them other options. An example would be "If the estimated wait time is more than one minute, offer them an option to leave a voice mail." The estimated wait time statistic has some caveats though so I would recommend reading the documentation on it carefully first.

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

As identify why the calls are been abandoned

Hi Guys,
My Customer have the solution with UCCX 8.0(2) and CUCM 8.6 (2). The Contact Center is presenting any call abandoned. I know that this can be related the:
1. For ICD calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected.
2. Abandon call with an Agent Name - Means an Agent was selected, but before they could answer, the caller hung up.
3. For IVR calls, a call is abandoned if it does not get past the workflow step that sets the handled flag.
My question is: What parameters in RTMT (UCCX and CUCM) I have that set to identify the reason this calls abandoned?
Thanks,
Wilson

Hi Aaron,
To verify as I identify the calls abandoned I need set the what parameters in RTMT? This is my question.
Thanks,
Wilson
Aaron Harrison escreveu:Can you identify which parameters you are talking about?Aaron Harrison escreveu:
Can you identify which parameters you are talking about?

GIlla Wallboard - percentage calls abandoned

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