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Cisco Bug: CSCvu06686 - Agent Wrap-up Summary Report shows extra calls in the 'TOTAL_ACD_CALLS' field

Last Modified

Oct 28, 2020

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

11.6(1)SU0.2 12.0(1)

Description (partial)

Symptom:
Agent Wrap-up Summary Report shows extra calls in the 'TOTAL_ACD_CALLS' with no wrap-up code selected when compared to the Agent Wrap-up Detail Report

Conditions:
Agent Wrap-up Summary Report adds calls with zero talk time into 'TOTAL_ACD_CALLS' in the row with the blank wrap-up code (no wrap-up code selected) 

The calls with zero talk time are not included in the Agent Wrap-up Detail report. 

Additional, the Detailed Call CSQ Agent Report can be run to check for calls with zero talk time (field TALK_TIME)
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Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
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