CUIC Abandoned Call Detail report- PCCE

@jawad.hassan can we develop an Abandoned Call Detail report in CUIC, which might contains below metrics for each abandon call in a Cisco PCCE system.
ECCValue,
AgentPeripheralNumber,
RecoveryKey,
EnterpriseName,
DateTime,
CallTypeReportingDateTime,
DelayTime,
RingTime,
LocalQTime,
NetQTime,
WorkTime,
DelayTime,
HoldTime,
ANI

@shaheera.amir We do have customized Abandoned Call Detail report but with different orientation and fields. If above are requirements from a specific customer, then we need to discuss some required fields and develop a new report.

I am available for discussion.

As discussed, the following are the TWO different scenarios for the customized report development on the Abandoned call details.

1. Calls Abandoned on Queue
This report will display the detail of the calls that are abandoned by the customer while waiting in the queue for the agent. We can provide the following fields in this report

  • Caller ID: ANI of the customer
  • Call Type Name: Name of the call type
  • Call Date: Date of the call
  • Call Start Time: Start time of the call in hh:mm:ss format
  • Disconnect Time: Abandoned time of the call when a call is dropped by the customer in hh:mm:ss format
  • Queue Duration: Total duration of the call in queue

2. Calls Abandoned on Agent
This report will display the detail of the calls that are abandoned by the customer while ringing on the agent device. We can provide the following fields in this report

  • ECC Value: The value of the call variable or array element.
  • Agent Peripheral Number: The peripheral number of the agent where call is abandoned on a ring
  • Recovery Key: A unique ID assigned to each record
  • Enterprise Name: Name of the agent
  • Date Time: Date and time of the call
  • Call Type Reporting Date Time: Interval date time
  • Delay Time: The time in seconds that the call is active on the switch but not queued to a skill group
  • Ring Time: The number of seconds that the call spent ringing at the agent’s device
  • Local Q Time: Time in seconds, that the call spent queued at local ACD
  • Net Q Time: Time in seconds, that the call spent on network queue
  • Work Time: The number of seconds of after-call work time associated with the call (not relevant for a report on abandoned calls)
  • Hold Time: The time, in seconds, that the call was put on hold by the agent (not relevant for a report on abandoned calls)
  • ANI: ANI of the customer

Could you please let me know the answers on below questions?

• Are these two customized report will be in a form of table available to us in eHDS database.
• In Calls Abandon on Queue, can we get a unique identifier for each abandon call?
• In Calls Abandoned on Agent, can we get Routercallkey and Routercallkeyday as well?

Hello Steve,

Yes, these two reports will available in a table form.
In case of Calls Abandoned in Queue or Abandoned on Agent unique identifier and Routercallkey and Routercallkeyday will be available.