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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: efrainclg95 on March 06, 2019, 05:21:00 PM

Title: Cleared problem
Post by: efrainclg95 on March 06, 2019, 05:21:00 PM

Hello expert friends;

Good afternoon, a consultation, could you please clarify the concept of the Cleared statistic and why is it presented?

It happens that I have a strategy that derives the operator call and when it went into production the cleared index increased.

Basically my flow is as follows:

1 WorkFlow Index: enter the call and identify the type of customer, in this case it is Premium.
2 Enter the call to the Premium subroutine (workflow), within this subroutine I have configured the Target with Skill parameters
3 If the skill condition meets the call, it is answered by an adviser, otherwise the call returns to the Index.
4 already in the Index the call that was not answered passes to a flow of EWT analysis to derive the call to the best agent of the best attention group.

Basically that's it, I'm attentive to any suggestion on your part.

Thank you.

Title: Re: Cleared problem
Post by: cavagnaro on March 07, 2019, 12:01:42 AM

Please search the forum to answer your question in what and why happens a Cleared call. There are quite a few posts about it.
You probably have an overflow with different VQ


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