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Cisco Bug: CSCvu20104 - HandledCallsTime Formula in AGSI Table working only for incoming calls

Last Modified

Oct 19, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

12.0(1) 12.5(1)

Description (partial)

Symptom:
HandleCallsTime is still NOT EQUAL TO HandledCallsTalkTime + IncomingCallsOnHoldTime + (WorkNotReadyTime + WorkReadyTime) will happen when agent have internal. If it’s purely incoming call without internal call it is working correctly.

Conditions:
internal call
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