How is Total abandoned call calculated in RtCSQsSummary? (UCCX)

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Created by: Supapong Putthayangkura on 05-04-2012 06:16:35 AM
What is a calculation of "callsabandoned" in Table RtCSQsSummary?
 
Because a total number of abandoned calls from Table RtCSQsSummary is not equaled with this SQL query statement:
    SELECT *
    FROM contactroutingdetail crd JOIN contactcalldetail ccd
    ON ccd.sessionid=crd.sessionid AND ccd.sessionseqnum=crd.sessionseqnum AND ccd.contactdisposition=1
    WHERE ccd.startdatetime>=TO_DATE(REPLACE(CONCAT(TODAY,' 01:15'),'/','-'),'%m-%d-%Y %H:%M')
    AND ccd.startdatetime<=TO_DATE(REPLACE(CONCAT(TODAY,' 10:15'),'/','-'),'%m-%d-%Y %H:%M')
 
What is difference of them?

Thanks for advance.

Subject: RE: New Message from Supapong Putthayangkura in Contact Center Reporting (C
Replied by: Paige Delk on 05-04-2012 11:48:49 AM
there is an HRAdministrator Guide that provides all of the logic for all of the reports for UCCX -- http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf



In releases prior to 8.5, this data was not in the user guide, it was in the HRAdmin Guide. 



paige delk | 813.835.1306



From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Thursday, April 05, 2012 6:17 AM
To: cdicuser@developer.cisco.com
Subject: New Message from Supapong Putthayangkura in Contact Center Reporting (CCR) - Contact Center Reporting: How is Total abandoned call calculated in RtCSQsSummary?



Supapong Putthayangkura has created a new message in the forum "Contact Center Reporting":

--------------------------------------------------------------
What is a calculation of "callsabandoned" in Table RtCSQsSummary?

Because a total number of abandoned calls from Table RtCSQsSummary is not equaled with this SQL query statement:


SELECT *
FROM contactroutingdetail crd JOIN contactcalldetail ccd
ON ccd.sessionid=crd.sessionid AND ccd.sessionseqnum=crd.sessionseqnum AND ccd.contactdisposition=1
WHERE ccd.startdatetime>=TO_DATE(REPLACE(CONCAT(TODAY,' 01:15'),'/','-'),'%m-%d-%Y %H:%M')
AND ccd.startdatetime<=TO_DATE(REPLACE(CONCAT(TODAY,' 10:15'),'/','-'),'%m-%d-%Y %H:%M')


Thanks for advance.
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Subject: RE: How is Total abandoned call calculated in RtCSQsSummary? (UCCX)
Replied by: Supapong Putthayangkura on 06-04-2012 02:50:06 AM
Thanks for your answer, Paige Delk

I generated Contact Service Queue Activity Report (by CSQ) report from HR
with the same time interval as seen on Table:RtCSQsSummary.

The number of abandoned calls of both is not equaled.

As an example, I generated report on 4/4/2012 8:00-17:00 and look at RtCSQsSummary at the same time:

The number of abandoned call from the HR report is 14
while from table RtCSQsSummary, callsabandon field, is 7.

I also check records from database with my above SQL statement, there are really 14 records.

So, I confused that the field callsabandon in RtCSQsSummary table is calculated from which formula?

Subject: RE: How is Total abandoned call calculated in RtCSQsSummary? (UCCX)
Replied by: Leonardo Savino on 15-06-2012 11:25:41 AM
Hi all!

Abandoned calls are not only those with contactdisposition = 1, from the internet I read that the state calls the contactdisposition are:

1 - Abandoned
2 - Handled
3 - dequeued
4 - Aborted
5 + - Rejected

By filtering the query to contactdisposition other than 2, which is the only state where a call is handled, all others are "missed calls", the abandoned call Calculated total is equal to that returned by the query.

I hope I was helpful, greetings


Massimiliano Pasqualoni
http://www.pasqualoni.it

Subject: RE: How is Total abandoned call calculated in RtCSQsSummary? (UCCX)
Replied by: Leonardo Savino on 15-06-2012 11:25:41 AM
Hi all!

Abandoned calls are not only those with contactdisposition = 1, from the internet I read that the state calls the contactdisposition are:

1 - Abandoned
2 - Handled
3 - dequeued
4 - Aborted
5 + - Rejected

By filtering the query to contactdisposition other than 2, which is the only state where a call is handled, all others are "missed calls", the abandoned call Calculated total is equal to that returned by the query.

I hope I was helpful, greetings


Massimiliano Pasqualoni
http://www.pasqualoni.it

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