Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-10
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Abandoned Call Detail Activity Report
The Abandoned Call Detail Activity Report provides information about calls that
are abandoned. For Unified CCX calls, a call is abandoned if it is not answered
by an agent and the caller hangs up or is disconnected. For Unified IP IVR calls,
a call is abandoned if it does not get past the workflow step that sets the handled
flag. If a call has more than one leg that is abandoned (for example, an Unified IP
IVR call that is processed by different applications), each abandoned leg is
displayed in this report.
The Abandoned Call Detail Activity Report can include this chart:
The Abandoned Call Detail Activity Report includes a table that shows the
following information for each abandoned call:
Chart Name Description
Calls Abandoned
Each Day by Final
Call Priority
For each day in the date range, displays the total number of calls abandoned and
the final priority of the calls.
Field Description
Call Start Time Date and time that this call leg started.
Called Number Telephone number that the caller dialed.
Call ANI
a
Telephone number of the originator of the call. If originated by an agent, the
Unified CCX extension of the agent. If originated by a caller other than an agent,
the telephone number of the caller.
Initial Call Priority Priority that the Unified CCX workflow assigned to the call when the call was
received, from 1 (lowest) to 10 (highest). All calls start with a default priority
of 1, unless a different priority is set in the workflow.
Call Routed CSQ Name of one of the CSQs to which the call was queued. Displays ‘...’ to indicate
there are more than one CSQ to which the call was abandoned.
Agent Name Name of the agent, if any, who was presented with the call before the call was
abandoned.
Call Skills Up to 3 call skills associated with the CSQ to which the call was routed.
Multiple skills are separated by commas.