IPCC and Dequeued Call Stat

Unanswered Question
Sep 24th, 2009
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Hi Everyone,

My question is: Can a contact be classified as "dequeued" on a report (either HR or Real Time) WITHOUT using a dequeue step in the script? or Is there any other way the system could report the call dequeued if a dequeue step isn't being used in CRS Editor. Many thanks in advance.


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Overall Rating: 5 (1 ratings)
stephane.bordenave Fri, 09/25/2009 - 04:19
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Hi Kelly,

a contact is marked as dequeued if a redirect or a transfer step is used in your script.




Hythim Ali El Hadad Mon, 09/28/2009 - 01:00
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Hi Kelly,

A call is considered to be dequeued from a particular contact service queue in the following cases:

• The call is dequeued by a Dequeue step in a workflow.

• The call is marked as handled by a workflow.

• The call is queued for more than 1 contact service queue and is handled by

an agent in another contact service queue.

wish this be helpful

Googi1974 Mon, 09/28/2009 - 05:51
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Thank you Hythim,

The 3rd point seems to be what was generating the Dequeued Calls on our reports. I found an error in the script causing contact to queue for 2 service queues. Thanks again.


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