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Cisco Bug: CSCtd37288 - Abnormal call termination not counted same in Call Type and Skill Group

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.5(1) 8.0(1)

Description (partial)

Symptom:
Abnormal call terminations are counted differently between Skill Group and Router metrics. 
A call with talk time that ends with CallDisposition 27 (failed software) will be counted as handled in skill group, and error at the call type. Similarly, a call with CallDisposition 4 and TalkTIme >:0 will be marked as handled at the skill group and abandoned at the call type. 

Conditions:
Calls can terminate abnormally when encountering corner case call flows or race conditions, as well as calls that last a really long time.
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