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Cisco Bug: CSCur62861 - non-ICD call shows wrong talk time in HRC report

Last Modified

Nov 18, 2014

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

7.0(2) 8.5(1)SU5 9.0(2)SU2.1

Description (partial)

In HRC document:
Talk Time:

For Unified CCX calls, elapsed time between the time an agent connected to the call and the time the call was disconnected or transferred, not including hold time. For non- Unified CCX calls, the duration of the entire call, if the call was answered.

However,even the call was not answered, there's still talk time.

The call flow is simple: Agent pick up the phone and make a call to any number(internal or external). The called number didn't pick up the call and let the phone ring for a while. And the caller(agent) hang up. In agent detail report this call type will be Outbound on IPCC.  And talk time is the time of the ringing time, even the call was never connected.
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