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New Member

call drop during IVR execution and during agent transfer

Hi,

I want to fetch the information from ICM about the number of calls dropped during the IVR playing and calls dropped during transfer from IVR to agent's IP Phone. How to fetch the same?

4 REPLIES
New Member

Re: call drop during IVR execution and during agent transfer

The stats you are after are:

Router Tasks Aban Total - The total number of tasks that abandoned for this call type in the half-hour interval. These tasks include queued tasks, task at a VRU prompt or self service, and tasks that were ringing at the agent desktop.

Router Tasks Aban Queue - The number of tasks to the call type that abandoned during the half-hour interval. This includes calls that abandoned while at the IVR and calls that abandoned while ringing at the agent's phone or on route to the agent's phone.

Router Tasks Aban Ring - The number of tasks to the call type that abandoned at the agent desktop during the half-hour interval.

you can find them all in "caltyp23: Call Type Historical All Fields Report"

C.

New Member

Re: call drop during IVR execution and during agent transfer

Thanks a ton...

New Member

Re: call drop during IVR execution and during agent transfer

We have all IPCC servers and Voice Gateways locally connected. Our contact center agents are remotely connected to system over WAN. We want to find the number of calls dropped during transfer from IVR to agent desktop at remote place. Will this report be useful to track those calls?

New Member

Re: call drop during IVR execution and during agent transfer

You'll need to look at agent or skill group reports for those agents. SG reports will only be helpful if the remote agents are all in one SG.

C.

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