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Cisco Bug: CSCum29918 - Corrected ShortCalls field descriptions in Reporting Guide and OLH

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

9.0(2)

Description (partial)

Symptom:
ShortCalls in Agent_Skill_Group_Interval may be "inbound ACD" and AGENT_INSIDE. Inbound ACD short calls are counted as Handled, AGENT_INSIDE calls are caunted as InternalCallsRcvd (not Handled). So it may be a situation where sum of ShortCalls greater than sum of Handled calls.

Conditions:
The Agent receives AGENT_INSIDE calls.
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