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New Member

dequeued calls not showing

  Have CCX 8 running and just trying to validate stats.

Have basic queue script where call comes in and sits in queue and hits a menu item within the queue loop that asks custome rif they want to leave a VM to press 1.


On the success branch of the call redirect I do the typical ;

  • dequeue
  • set contact - handled
  • End

The calls are showing in HR as abandoned and no increment on the dequeue count.

Am i missing something?

Is there a new procedure in 8.x as I've always done things this way in previous releases and it works fine.

Thanks,

Paul.

1 ACCEPTED SOLUTION

Accepted Solutions
VIP Super Bronze

Re: dequeued calls not showing

You have to dequeue the call prior to redirecting it. Also, be sure the dequeue step occures within the queued branch of the Select Resource step.

2 REPLIES
VIP Super Bronze

Re: dequeued calls not showing

You have to dequeue the call prior to redirecting it. Also, be sure the dequeue step occures within the queued branch of the Select Resource step.

New Member

Re: dequeued calls not showing

you are correct - just got same answer from the TAC.

Thanks very much.

Paul.

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