HowTo - MCC - Subtract Junk contacts from Completed statistic

Article ID: 52080 - Last Review: December 8, 2015


You are tracking your Multimedia Contact Center statistics, and notice that emails or SMS that were Junked by an agent are counted as Handled and Completed.

NOTE: SMS is introduced in MiCC Version 8.0.


You can configure the system to exclude Junked emails from the Handled and Completed counts.

1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.exe file. 
2. Fill in a line with the following details:

  • Application Name: Leave this blank.
  • SectionGroup:  prairieFyre.BAL.DataAnalysis.Properties.Settings
  • Name:  SubtractJunkEmailStatsFromCompletedStats
  • Value: 1
    • NOTE: Valid values are: 1 (Enabled), or 0 (Disabled)
  • Description: Add a note explaining who is maiking this change, or why it is being made.
    • NOTE: You must enter something in the Description field in order to save.

3. Click Save.  It can take a minute or two to fully save, so ensure you wait until the confirmation screen pops up.


MCC 7.X and newer

Keywords: mcc junk junked email mail stats statistics completed handled

Posted Thursday, December 19, 2013 by andrew_montpetit