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Tested Scenarios

The following scenarios are tested and verified with CCX's RtCSQsSummary table and CUIC Historical Reports Contact Service Queue Activity, Contact Service Queue Activity by Interval, Contact Service Queue Priority Summary Report.

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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 Received = 1

Calls Answered = 1

4

Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Extension (Calls gets Abandoned before Agent B Answer the call)

Queue A:

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

Queue A:

Calls Received = 1
Calls Answered = 0
Calls Abandoned = 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
Calls Answered = 2
Calls Abandoned = 0

Queue A:

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

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
Calls Answered = 1
Calls Abandoned = 0

Queue A:

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

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
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

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
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

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
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

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
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

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
Calls Answered = 1
Calls Abandoned = 0

Queue A: 

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

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
Calls Answered = 2
Calls Abandoned = 0

Queue A: 

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

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
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

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
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

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
Calls Answered = 1
Calls Abandoned = 0

Queue A: 

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

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
Calls Answered = 2
Calls Abandoned = 0

Queue A: 

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

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
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

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
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

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
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

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
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

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