disposition=2 and call not handeled by an agent

shipra520 · ‎09-28-2007

I am using the db_cra and db_cra_ccdr databases for the call activity.

I have many calls(counting calls by session ids)

which show up as handled (contact disposition=2) but i do not see any agents handling the call.(In agent connection detail i do not find these session ids).

And the q time shows up as zero.

And the primary csd in contact routing detail table is -1 and csd1/csd2 exists for all such calls

What does it exactly mean if contact disposition is 2.

Is the call handled by an agent.

what would be the scenario where the contact disposition is 2 and the call is not handled by an agent.

Thanks in advance

Dennis Fogler · ‎10-02-2007

contact disposition = 2 can mean that the call was actually handled by an agent. contact disposition = 2 can also mean that the call was marked by the script as handled.

for example if a call is redirected out of a queue, it may need to be marked in the script as handled versus abandon. these calls do not have an agent id associated with this record.