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Cisco Bug: CSCvj03349 - CUAC-Advanced; Reporting - Avg Abandon Time calculation doesn't match.

Last Modified

Apr 27, 2018

Products (1)

  • Cisco Unified Attendant Consoles

Known Affected Releases

11.0(2) 12.0(1)

Description (partial)

CUAC Advanced Call Report - Incoming Calls by Date and Time 

The existing report design, calculates Abandon call wait time averages, including line items of 00:00:00 duration. As a result, the outcome is misleading. 

For example: 
You have a report of 20 hours
4 of the hours have wait times 4 seconds, 10 seconds, 350 seconds, and 90 seconds
16 of the hours have wait times of 0 seconds
One would expect to see the average of the wait times 113.5 seconds
Currently the report indicates an average of 22.7 seconds

As a result, the deflated value is misleading in terms of KPIs.

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