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Offline genecool

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[CCPulse] Number of inbound calls not answered
« on: December 19, 2011, 02:00:36 PM »
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Hi Everyone,

I would like to know, thru ccpulse, the number of inbound calls not answered.

Firstly, I thought to count the number of NotReadyForNextCall (agent is automatically pass to NotReady state). However, this does not allow me to take into account only incoming calls.

In addition, I would set up filters based on the origin of the call.

Do you have an idea?

Thanks.
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Offline genecool

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Re: [CCPulse] Number of inbound calls not answered
« Reply #1 on: December 19, 2011, 02:35:10 PM »
...easy : CallRingingInbound - CallInbound !
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Offline cavagnaro

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Re: [CCPulse] Number of inbound calls not answered
« Reply #2 on: December 19, 2011, 04:01:00 PM »
Or CallAbandonedOnRinging
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Offline genecool

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Re: [CCPulse] Number of inbound calls not answered
« Reply #3 on: December 19, 2011, 04:05:02 PM »
CallAbandonedOnRinging takes into account RONA ?
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Offline cavagnaro

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Re: [CCPulse] Number of inbound calls not answered
« Reply #4 on: December 21, 2011, 10:03:05 PM »
Good question...will try it and see how it behaves
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Offline cavagnaro

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Re: [CCPulse] Number of inbound calls not answered
« Reply #5 on: December 22, 2011, 08:58:59 PM »
Maybe this interests you:

http://solutionsearch.genesyslab.com/selfservice/documentLink.do?externalID=12458

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