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.Tested Scenarios v13.5.2

The following scenarios are tested and verified with CCX's RtCSQsSummary table for real-time stats and CUIC Historical Reports Contact Service Queue ActivityContact Service Queue Activity by IntervalContact Service Queue Priority Summary Report for historical stats.

#ScenariosReal-time Stats

Historical Stats (line/bar charts)

1Call 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

2Call 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 

3Call 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 Received = 1

Calls Answered = 1

4Call 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
Calls Answered = 0
Calls Abandoned = 1

With the CCX version 12.5.1.11001-348, the behavior is different. In this case, the Calls Received and Answered increments by 1 but the Calls Abandoned remains 0. 

The same is the behavior for the historical stats. 

Queue A:

Calls Received = 1
Calls Answered = 0
Calls Abandoned = 1

5Call 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
Calls Answered = 2
Calls Abandoned = 0

Queue A:

Calls Received = 2
Calls Answered = 2
Calls Abandoned = 0

6Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue A:

Calls Received = 2
Calls Answered = 1
Calls Abandoned = 1

7Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue B:

Calls Received = 0
Calls Answered = 0
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue B:

Calls Received = 0
Calls Answered = 0
Calls Abandoned = 0

8Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue B:

Calls Received = 0
Calls Answered = 0
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue B:

Calls Received = 0
Calls Answered = 0
Calls Abandoned = 0

9Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue B:

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue B:

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

10Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue B:

Calls Received = 1
Calls Answered = 0
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue B:

Calls Received = 1
Calls Answered = 0
Calls Abandoned = 1

11Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

12Call 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
Calls Answered = 2
Calls Abandoned = 0

Queue A: 

Calls Received = 2
Calls Answered = 2
Calls Abandoned = 0

13Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue B: 

Calls Received = 0
Calls Answered = 0
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue A: 

Calls Received = 0
Calls Answered = 0
Calls Abandoned = 0

14Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue B: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue B: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

15Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

16Call 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
Calls Answered = 2
Calls Abandoned = 0

Queue A: 

Calls Received = 2
Calls Answered = 2
Calls Abandoned = 0

17Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue B: 

Calls Received = 0
Calls Answered = 0
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue B: 

Calls Received = 0
Calls Answered = 0
Calls Abandoned = 0

18Call 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
Calls Answered = 1
Calls Abandoned = 0

Queue B: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue B: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

19Call 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
Calls Dequeued = 1
Calls Abandoned = 0
Calls Answered = 0

Queue B:

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

Queue A: 

Calls Received = 1
Calls Answered = 0
Calls Abandoned = 0

Queue B: 

Calls Received = 1
Calls Answered = 1
Calls Abandoned = 0

20Call 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
Calls Dequeued = 1
Calls Abandoned = 0
Calls Answered = 0

Queue B:

Calls Received = 1
Calls Answered = 0
Calls Abandoned = 1

Queue A: 

Calls Received = 1
Calls Answered = 0
Calls Abandoned = 0

Queue B: 

Calls Received = 1
Calls Answered = 0
Calls Abandoned = 1

21Call 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