10-07-2008 02:21 AM - edited 03-14-2019 03:00 AM
Hi
Is there way to tag calls into IPCC which are not answered within 15 seconds. I mean to setup Threshold so that in reporting if the caller hangs up before 15 seconds it wont show as abandoned call.
Thanks in advance.
Ikram
10-07-2008 04:17 AM
You can do it using Service Level parameter, default value is 5 seconds. Change it to 15 and then you can see it using Common Skill Contact Service Queue Activity Report.
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regards,
PK
10-07-2008 05:33 AM
Thanks PK for info, I have already setup to 15 seconds, but in reports if the caller hangs up before 15 seconds it shows up as abandoned called. But, I dont want to see it mark as abandoned call.
Cheers
Ikram
10-07-2008 09:37 AM
-Within your script use the OnExceptionGoto step to capture the "ContactInactiveException" condition that occurs when a caller abandons.
-Within your exception handling logic use the GetReportingStatistic step to determine the "CurrentWaitDuration".
-Use an If step to determine if CurrentWaitDuration is > 15 seconds. If it is, jump to your normal call termination logic. If it is not, jump to alternate termination logic and include a SetContactInfo step that sets the call as handled.
Within your exception handling logic you'll also want to include the OnExceptionClear step to clear the exception. Hope that helps.
10-08-2008 01:38 AM
Thanks Andrew, will give it a go and will let you know.
cheers
Ikram
02-24-2009 06:08 PM
Hi There,
Did the scripting change recommended by Andrew work for you?
I have a customer with the same issue.
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