Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anticlient on August 15, 2018, 11:41:55 AM
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Hello,
As I asked in topic, is this possible ? I thought calls only get abandoned while in virtual queues but I'm not expert on Genesys systems yet. So, my main question is basically where I can see really abandoned calls ?
For example; if I make ob call and customer answers then end call, is it VQ Abandoned call or AG abandoned call ?
Thanks.
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Call could be marked as abandoned only in case the interaction has not been established - so, it could be abandoned while is in queue or while ringing on agent level
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VQ are just a small part of the Routing point.
VQ purpose is to clean up and make reporting easier, usually makes more sense in inbound.
Say you have a RP with 3 different possible targets based on a KVP customer_type.
So you have 3 different targets
If you measure the RP only you will have a hard pain in the ars trying to figure out where the customer abandon. That is why VQ exists. At each target you define a VQ, so after the KVP decision was made VQ has Entered = 1 even when the RP had that entered far before, right?
Same for abandoned, if customer abandons it reports to both VQ and RP, however if the call never reached a VQ means customer abandoned during the strategy execution, while listening a guide or something. Those calls need to be marked too so that your customer decides if they affect their Service Level or business continuity level, or something or just ignores it.
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