Reporting against requeued calls

Unanswered Question

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.

Any ideas?


  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
BarryMcLellan72678 Fri, 11/09/2007 - 08:38
User Badges:

Hi Wei,

Did you get an answer for this? We have the same issue and our customer would like to know just how many calls are new calls, and how many were RONA'd



This Discussion