06-22-2008 11:35 PM - edited 03-14-2019 02:26 AM
How to see unanswered calls, when no agents was logged in? Can I do this with WebView
06-23-2008 12:04 AM
I have standart RONA script, but how I can see statistics?
06-23-2008 05:53 AM
As I understood, RONA isn't the type of desirable solution. How Can I select the needed information for calling numbers during "NO AGENTS AVAILABLE"?????
07-02-2008 12:51 PM
Hi,
on ICM 6.x / 7.x
1- Admin Workstation
Open a new CallType 'AgentLoggedOut'
2 - Script Editor
Before you Route to the SkillGroup, use an If-Node, where you check SkillGroup.
3a - If Agents Logged On =0 the set the CallType- Node 'AgentLoggedOut'
3b - If one or more agents are logged on, you set the CallType of your group, you count the performance and service Level , an route the call to SkillGroup.
We usually set a 'Starting' CallType, which is associated with the DialedNumber, the n we use different CallType's for the 'out of open hours' 'holidays' 'agents logged out' and before we route to the SkillGroup we set the final CallType.
Hope it helps
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