Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Short Calls, Abandoned Calls, and Overflow Calls

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/User/guide/reporting-concepts-for-cisco-unified-icm-contact-center-enterprise-release-12-6-1/short-calls-_abandoned-calls_and-overflow-calls.html

Published

2023-06-27

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Cisco documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Unified CCE tracks abandons separately for calls abandoned at the VRU, in queue, and while ringing at the agent or en route to the agent. in context
• In Unified CCE, leaving the peripheral's Abandon Wait Time field blank disables abandoned short calls. in context
• In Unified CCE, a call abandoned before the peripheral's Abandon Call Wait Time increments calls offered but not CallsAbandon, so it does not count as an abandon. in context
• In Unified CCE, an answered short call (answered, then disconnected quickly) still counts as handled and also increments the skill group ShortCalls fields. Its timer starts when the agent answers. in context

Cite this source record

APA

WarmTransfer. (2023, June 27). Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Short Calls, Abandoned Calls, and Overflow Calls. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-ucce-1261-reporting-short-abandoned-calls

BibTeX

@misc{warmtransfer-cisco-ucce-1261-reporting-short-abandoned-calls,
  title  = {Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) - Short Calls, Abandoned Calls, and Overflow Calls},
  author = {{WarmTransfer}},
  year   = {2023},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-ucce-1261-reporting-short-abandoned-calls},
  note   = {Cisco Systems, accessed 2026-09-24}
}