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Cisco Bug: CSCvs15948 - UCCX Abandon Definition Clarity Needed with Hybrid Reporting

Last Modified

Dec 16, 2019

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

12.5(1)

Description (partial)

Symptom:
CUIC Abandon reports for UCCX consider any contact not routed to an agent or explicitly set to handled within a script to be abandon, using a disposition of 1 to signify this.  Analyzer abandon reports will not include calls that are created internally, which may create questions when customers are comparing data.  It's not uncommon for UCCX to be used internally, and these customers may still have reasons to adopt a hybrid report approach with Analyzer.

Conditions:
UCCX using internal call flows.
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