agent-based call (Unified CCX call), a call is considered abandoned if it is
not answered by an agent or the caller hangs up or the call is disconnected.
Unified IP IVR call, a call is considered abandoned if it does not reach the
workflow step that sets the Handled flag.
call has more than one leg that is abandoned, for example, a Unified IP IVR
call that is processed by different applications, each abandoned leg is counted
as an abandoned call.
chat is a chat that is routed to the CSQ but not accepted by an agent, because
the chat submitter ended the chat before an agent accepted.
- Abandoned IVR
abandons a call when a customer answers the phone if an IVR port is not
available to play the prompts to the customer. So, Unified CCX fails to
transfer the call to the IVR port.
- Aborted call
A call is
aborted if an exception occurs in the workflow that is processing a call, for
example, UndefinedPromptException or ApplicationMaxSessionsException. In such
cases, Unified CCX sets up media and plays the error message to the caller.
A call is
considered accepted if the agent clicks Accept when presented with the call. A
call that is routed to an agent, skipped or rejected by that agent, routed to
another agent, and then accepted by that agent is counted once.
- ACD or ICD
Call Distribution (ACD) or Incoming Call Distribution (ICD) calls are calls
that are processed through a workflow and queued to the agent. Calls are dialed
to an ICD route point number.
- Agent-initiated reason codes
enters reason codes when moving to Logout or Not Ready state.
For more information, see
Cisco Agent Desktop User Guide and the
Cisco Desktop Administrator User Guide available here:
- Attempted IVR
is considered attempted if the contact is dialed out by the IVR dialer. If the
same contact is retried, the attempt does not fall under the Attempted
category. Even though a contact is retried multiple times, the attempted
contact is counted only once.
contact is considered attempted when an outbound call is placed to the
customer, regardless of the outcome. A call record is considered attempted if
an agent clicks Accept for this contact.
contact that is routed to and accepted by an agent is considered attempted by
the system. If the contact is marked for callback and later called by the same
or another agent, this call record is still attempted once.