User Guide

A high number of abandoned calls might be an indication that callers are waiting in the queue
for too long.
Abandoned calls are reported against the following:
•
Service: Service reports provide cumulative statistics for all abandoned calls.
•
Call Types: Call Type reports provide additional visibility on where calls are abandoning
•
Skill Groups: Skill Group reports provide additional visibility on where calls are abandoning
Note: Calls that abandon before the Abandon Call Wait Time threshold are considered Short
Calls (page 219). For example, if you configure the abandoned call wait time for 10 seconds,
and a caller disconnects at nine seconds, that call is a short call and it is not considered offered
or abandoned.
Agent States
The following states can appear reports. A state with an asterisk (*) is a voice media only state.
•
Logged Off = 0
•
Logged On = 1
•
Not Ready = 2
•
*Ready = 3
•
*Talking = 4
•
Work Not Ready = 5
•
Work Ready = 6 - An agent doing wrap-up work (post-call activities, such as completing
paperwork or consulting with associates) is in either the Work Ready or the Work Not Ready
state.
•
Busy Other = 7
•
Reserved = 8
•
Unknown = 9
•
Hold (Calls On Hold) = 10
•
Active = 11
•
Paused = 12
•
Interrupted = 13
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
204
Chapter 12: Unified ICM/CCE Reporting Concepts
Agent States