IPCCX Historical reporting abandoned calls inconsistency.

We have an inconsistency with the number of abandoned calls reported for one particular CSQ.
If a HR is generated, 0 abandoned calls are reported ( almost a thousand calls handled), if I use the real time report statistics it shows several abandoned calls.
Are there any known issues which give these symptoms, bearing in mind it seems to only be effecting one particular CSQ.
Regards
Chris

You can account for this if you use the On Exception Goto steps carefully.
For standard IVR scenarios you add the On Exception Goto (ContactInactiveException) at the start of your script. At the destination label you add an On Exception Clear step followed by Set Contact Info to mark the contact as Handled.
For CSQ scenarios you do not include the Set Contact Info step at the destination label. That way if the contact abandons while queued they are marked accordingly.
If you have a script that includes IVR and CSQ functionality you can switch back and forth where appropriate. Here's a very rough example:
Start
On Exception Goto (ContactInactiveException) DISCONNECT_END_CLEAN
Accept
...ivr steps...
Select Resource
-Connected
--Goto END
-Queued
--On Exception Clear (ContactInactiveException)
--On Exception Goto (ContactInactiveException) DISCONNECT_END_ABANDONED
--...queued steps...
...other logic, such as closed steps...
Label: DISCONNECT_END_ABANDONED
On Exception Clear (ContactInactiveException)
Goto DISCONNECT_END_FINAL
Label: DISCONNECT_END_CLEAN
On Exception Clear (ContactInactiveException)
Set Contact Info: Handled
Goto DISCONNECT_END_FINAL
Label: DISCONNECT_END_FINAL
Disconnect
Label: END
End
Finally, if you have a script with IVR and CSQ but you only want to count the contact as abandoned until they reach a certain point in the IVR or are answered by an agent, you just add more steps at each point this decision changes. This is only two steps:
On Exception Clear (ContactInactiveException)
On Exception Goto (ContactInactiveException) NEW_LABEL
This allows you to change whether the caller is counted as abandoned or not at any point that is significant.

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What you want is essentially a custom cradle to grave report. I'm sure there are reporting packages that can do this but they are quite spendy.
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regards,

Excuse me but it seem you didn’t get my point,
My question is to have one report filtered by two parameters simultaneously, CSQ name + Time Interval.
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Hi
I have a UCCX 8.5 script - at the start of the script it uses the IF contactinactiveexception exception occurs go to - which then goes to a label which clears the exception and then marks the call as handled
What I have noticed is that this step is causing calls that should be marked as abandoned as handled
For example if I place a test call with all agents not ready and the call queues and I hang up - in the historical reports this call shows as handled
If I delete the contactinactiveexception stop and then repeat the test - the call is properly marked as abandoned.
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Hello-
I would reset the exception right before your Select Resource step to goto the end of your script. You will need to change how the end of your script is working too.
Take a look at the screenshot. I hope this helps.
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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.
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Hi Dennis
There's no parameter in UCCX.
The typical approaches to this are:
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- 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.
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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 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.
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Thank you,
Shadi

Abandoned calls report

Hello,
I have a helpdesk that wants a abandoned calls report. They want to know where in the process the calls are dropped - but they want to know where they are dropped before they get to a CSQ (they have a complicated menu)
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I haven't tried this, but it seems logical to work.
At each step in the menu, have the call placed into a queue, such as "HelpDeskStep1", "HelpDeskStep2", etc. Theoretically, when you run your abandoned call report, it should show you which "queue" the call was in when it abandoned. But again, I haven't built this out to try it, so not sure if it will work in production.

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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?
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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

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Hello There,
I have a UCCX 6.0 setup with 20 agents. The "abandoned calls" report shows abnormally high number of calls has been abandoned. After analyzing
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Hi
Are scripts configured to redirect calls outside UCCX ?
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Thanks!

We started having this problem with some of the reps after migrating from the old CAD servers to new CAD servers. Since the new system didn’t have the updated RASCAL DB, I thought the reports have the stale data. I was under the impression that it gets cleared after a day(once CSD has a fresh data) but seems like that’s not the case. I didn’t get time to look into this further and have requested TAC to help me on this.
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Can Cisco Historical Reports Report Average Hold Time for Incoming Calls?

Is the a way that Cisco Historical can report on the Average Hold Time for Incoming Calls? User is trying to figure out if there is a hold time prior to the agent picking up the call.
I am running CRS Historical Reports Versions 5.0 (2.5).

Hi,
You can check the link belowCisco Unified Contact Center Express 5.0 Historical Reporting Administrator and Developer Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/programming/hr_admin_devp/crs501hd.pdf
this document includes all the details regarding the reports and its cutomization.
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Trad

Historical Reports: Caller hang up / Agent hang up

Someone knows if it is posible to create a report per call that shows when the caller hang up and when the agent hang up?
Thanks

Hi
Yep - CUCM does store the detail of which end hung up in the CDR. If I recall correctly it marks a 'DisconnectCause' on either the originator or destination side (i.e. 16 for a normal call disconnect) and leaves the other side (that didn't disconnect first) as a 0.
Aaron

Historical reporting...reports are different?

I'm looking at 2 reports for a 24 hour period trying to figure out the total amount of calls handled by the system. The reports are:
Contact Service Queue Activity Report and Traffic Analysis.
CSQ Activity Report shows the number of calls handled, abandoned, and dequeued. Traffic analysis just shows 1 bar with total calls.
Even if I add up all the calls from the activity report, it doesn't match the number on the traffic analysis. What's up with this?
For example - Yesterday I had roughly 1475 calls including about 50 abandoned calls from the activity report. The traffic analysis shows 1741 calls.
Any ideas?

Hello,
Although there exists some bugs regarding Historical Reporting discrepancies, I've found that most of the times the differences are caused just because the different reports show different information.
For example, the differences between Traffic Analysis Contact Service Queue Activity Report might be because of this:
The Contact Service Queue Activity Report includes abandoned ICD calls. (This report counts an ICD call as abandoned if the caller hangs up while queued for a CSQ or CSQs). The IVR Application Performance Analysis Report includes abandoned ICD calls and abandoned IVR calls. (This report counts a call as abandoned if the call ends before it is answered by an agent or before it is marked as handled by a workflow.)
Another example are the the differences between Traffic Analysis and Called Number Summary Report:
The Traffic Analysis Report will show any new call received into the UCCX system. For example an inbound call from the PSTN will increase the TA report. This new call will also increase the Called Number Summary Report. However, let's say the agent transfers the call to another agent or back to the CSQ. This will add a second call to the Called Number Summary Report but will not increase the TA report.
I'm not sure if this will explain the difference on your case or all cases, but I've seen it's the one that confuse most people.
Please check this FAQ which explains each report and that description might give you an idea if the reports really show a discrepancy or they just show different information:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/hradvch4.pdf
HTH. If you really think it could be a bug it would be better to open a TAC case.
Pablo

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...

IPCCX Historical reporting abandoned calls inconsistency.

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