Cleared calls

[Tambo]

Hi Guys,

Would I be right to assume that a cleared call is a call that is in one VQ but gets treated by another VQ, which I know we get and count as an answered call, but would this also count for a call to be dealt with VQ_EmergencyDropout in error handling? surely this too would be a cleared call?

[cavagnaro]

I would say that the call flow diagram you posted is too small to be analyzed...so we can't figure out if it will be counted or not.
Basically a cleared call is the one that went to a previous VQ to be answered.

[ecki]

Tambo,

Basically you are correct. Calls can be queued on multiple virtual queues representing particular target pool. In the moment, when some resource(agent) become available and call will be delivered to him/her, VQ representing the specific target pool from where this agent was selected will get action answered. All other VQs will get action cleared.

Cheers,

E.

[Tambo]

Thanks guys,

i'm just trying to get a handle on dealing with the cleared calls and why we have so many calls dropping out of the strategies as there are shed loads of them. Is there any way to stop the cleared calls problem that you know of?

Tambo

[ecki]

Tambo,

That is not a problem. The cleared stat is working as designed. Probably you should tell us what do you understand under dropped calls in your call center. How do you know that the calls are dropped? Maybe we can help you to sort this out. Describe the whole problem you have as detailed as possible.

E.

[Tambo]

Hi Ecki,

we have 2 problems....

1) cleared calls, the company are nervous about this being higher than 1% of total calls. We are sure that these calls are still being answered by and an agent who should be able to answer the call type. But we have noticed a rise in the number 10% when we put GVP live. GVP asks for the in queue announcements etc from the switch however if the switch is really busy it seems the call drops out to stream manager to get these and this seems to count as a cleared call even though it is being answered by the correct agent.

2) drop out calls, we have a large number maybe 700 calls dropping out of strategies daily. 700 is high but total call volume can be 40,000 daily but I feel that 700 is still high enough to try and figure it out. Problem is that with so many route points it's going to be difficult to track down to the biggest contributor to this as each strategy has 4 drop out points 

any ideas?

Tambo

[ecki]

Tambo,

Please explain to me, how do you know that you are loosing 700 calls?
You cannot use cleared statistics as measurement for dropped calls.
You need to look for your problem some where else, if the problem exist at all.

E.

[Gert]

Hi Tambo

If it shows as cleared in CCPulse then you should look in the log for attribute callstate 22 if you see this it shows that the call has been taken back by the switch (what switch do you use).