The following scenarios are tested and verified with CCX's RtCSQsSummary table for real-time stats and CUIC Historical Reports Contact Service Queue Activity, Contact Service Queue Activity by Interval, Contact Service Queue Priority Summary Report for historical stats.
| # | Scenarios | Real-time Stats | Historical Stats (line/bar charts) | ||
|---|---|---|---|---|---|
| 1 | Call is received on Queue A and connected to Agent A | Queue A: Calls Received = 1 Calls Answered = 1 | Queue A: Calls Received = 1 Calls Answered = 1 | ||
| 2 | Call is received on Queue A, got RONA on Agent A, and got Abandoned | Queue A: Calls Received = 1 Abandoned = 1 Answered = 0 | Queue A: Calls Received = 1 Abandoned = 1 Answered = 0 | ||
| 3 | Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 Calls Answered = 1 | Queue A: Calls Answered = 1 | ||
| 4 | Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Extension (Call gets Abandoned before Agent B Answers the call) | Queue A: Calls Received = 1
| Queue A: Calls Received = 1 | ||
| 5 | Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 | ||
| 6 | Call is received on Queue A and Blind-transferred from Agent A to Agent B of the same Queue via Queue DN (Calls gets abandoned before Agent B Answer the call) | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 | ||
| 7 | Call is received on Queue A and Blind-transferred on the agent of Queue B via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | ||
| 8 | Call is received on Queue A and Blind-transferred on the agent of Queue B via Extension (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | ||
| 9 | Call is received on Queue A and Blind-transferred on the agent of Queue B via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | ||
| 10 | Call is received on Queue A and Blind-transferred on the agent of Queue B via Queue DN (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | ||
| 11 | Call is received on Agent A of Queue A and Consult-transferred to Agent B of the same Queue via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 | Queue A: Calls Received = 1 | ||
| 12 | Call is received on Agent A of Queue A and Consult-transferred to Agent B of the same Queue via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 | ||
| 13 | Call is received on the agent of Queue A and Consult-transferred on the Agent of the Queue B via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue A: Calls Received = 0 | ||
| 14 | Call is received on the agent of Queue A and Consult-transferred on the Agent of the Queue B via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | ||
| 15 | Call is received on Agent A of Queue A and Conference is made to Agent B of Queue A via Extension | Queue A: Calls Received = 1 | Queue A: Calls Received = 1 | ||
| 16 | Call is received on Agent A of Queue A and Conference is made to Agent B of Queue A via Queue DN | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 | ||
| 17 | Call is received on Agent A of Queue A and Conference is made to Agent B of Queue B via Extension | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | ||
| 18 | Call is received on Agent A of Queue A and Conference is made to Agent B of Queue B via Queue DN | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | ||
| 19 | Call is received on Queue A, got RONA on Agent A, and got Dequeued for Queue B (Agent B answered the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | ||
| 20 | Call is received on Queue A, got RONA on Agent A, and got Dequeued for Queue B (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | ||
| 21 | Call is received on Queue A, got RONA on Agent A, got Requeued and Answered by another agent | Queue A Calls Received = 1 Calls Answered = 1 Calls Abandoned = 0 | Queue A Calls Received = 1 Calls Answered = 1 Calls Abandoned = 0 |
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