Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: mark on October 22, 2009, 03:04:51 PM

Title: Silent Call Calculation
Post by: mark on October 22, 2009, 03:04:51 PM

Afternoon all (morning to Vic depending on where in the world you are today!)

Easy question: What is the calculation you are using for silent calls from Genesys Dialler.

I've been asked by the business to report like this:


Silent Call Calculation = (Dropped/Genesys Dialler Ans) x 100

[i]Genesys Dialler Ans = {(call_result = answer + abandoned) – (call_outcome = (no_answer, ans_machine, busy))}[/i]


- would this be OFCOM compliant?