Hi,
I have a very interesting requirement from our client, which to me makes perfect sense:
calculate wait time by skill per each subsequent wait time one call has experienced during its lifetime.
Since it is always better to give an example of what it means, imagine Pavel calling a London pound looking for a basset hound Basilisk! First, Pavel is waiting to be connect to operator #1, James the Receptionist. After James the receptionist, Pavel is then transferred to Lost&Found queue. Lorrie the Intern then answers the call and after talking to Pavel realizes that his beloved Basilisk was euthanized earlier that day due to the lack of payment. So, she transfers him to Counseling Queue, where after being on hold for 3 minutes, Pavel is told by IVR that his Basilisk was euthanized for lack of payment and then kindly inform him that the "put to sleep" fee was added to his existing bill.
So, we want to have a print out of:
Skill: Receptionist, Wait Time: 1 mins
Skill: Lost&Found, Wait Time: 2 mins
Skill: Counseling, Wait Time: 3 mins
Client suggested that we use CCon to accomplish this by connecting SCDR with EVERFEX; however, I wonder if we can use CCA for this.
For the record, URS is there too
Any ideas what would be the best way to do it? Sound like CCA is a better way to do this.
Best regards,
Vic
