- Bronze, 100 points or more
In IPCCX, when call is sent to agent, and agent doesn't take the call for some reasons, call will be re-queued. One of our customers want to see how many calls are RONA by agents, and how many calls are re-queued in time period.
I look to the reports/data schema, no much luck so far. In my opinion, the call sent to agent can be treated as "call handled", and when the call is back to queue, is it treated as new call? if it is, It shall have some common information with previous call.