I'm adding a menu item to our main menu such that if caller presses 1, it gets moved to a queue, and if they press 2 they get call redirected to another number that is not ours. I want to know how many times the callers press 2 and get redirected. It never hits a queue in this case so how can i report on it?
Any help would be appreciated.
Thanks very much,
You can create a 'dummy' CSQ (one with resource group but no resources).
Before you divert (call redirect?), use "select resource" and set to this CSQ and mark the contact as handled (set contact info).
You should be then able to run reports against this CSQ.