Author Topic: Cleared calls  (Read 207 times)

Offline CmdrKim

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Cleared calls
« on: December 19, 2018, 07:14:19 PM »
Hi all
Our team has recently accepted a vq from another team that reports all answered calls as 'cleared calls' unlike all other vqs which correctly identify answered calls as handled.
This vq does not calculate GOS either for whatever reason.
Before we got this vq it reported fine so I suspect something went wrong in the handover.

Can someone tell me what a 'cleared call' is and how we can rectify this?

Offline cavagnaro

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Re: Cleared calls
« Reply #1 on: December 19, 2018, 08:55:07 PM »
A clear call is a call that went to another VQ, it was not an abandon, neither an answer. Was cleared from that VQ and answered in another.
There is an option at your target object which says "clear target" which means that if went to another TARGET after the timeout then this target, original, will not be considered for future possible target.

Imagine this, call 1 enters VQ A, after 30 secs will go to VQ B. If you left the target clear checked, if after 10 seconds an agent from VQ A goes Ready to accept a call, it won't matter, as this target A is no longer considered for routing. While if you unchecked it, when agent from VQ A is ready the call will go to him even if the call is at target B already.

Test those scenarios and you will understand the Cleared metric more clearly.

For VQ the formula is entered = distributed + abandon + cleared
For RP the cleared concept doesn't apply

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