Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Michael on March 16, 2010, 08:39:54 PM

Title: Call routing to IVR between target objects
Post by: Michael on March 16, 2010, 08:39:54 PM

Forgive me if there's a thread on this somewhere. I wasn't able to find one in my brief searches.

The business line would like to offer customers already in queue a chance to 'opt-out' to the IVR using a VTO service selection script. This would be done as the call transitions from one target object to the next. However, in my very hurried testing, the calls show as entered in the queue but do not peg anywhere else (i.e. answered, abandoned, etc...).

Does anyone know of a way to accomplish this without skewing reporting data (CCA)?

Thanks!
Mike

Title: Re: Call routing to IVR between target objects
Post by: Fra on March 16, 2010, 11:50:59 PM

Guys,

how many times do we have to say over and over again..logs, logs, logs...the call can be not pegged, but logs speak out.

Fra

Title: Re: Call routing to IVR between target objects
Post by: cavagnaro on March 17, 2010, 03:59:24 AM

Now... do you want my magic ball?  :P  ;D

Title: Re: Call routing to IVR between target objects
Post by: René on March 17, 2010, 07:47:05 AM

Hi Michael,

Calls taken out from virtual queue without being routed to an agent or abandoned are so called "cleared calls". StatServer is able to count these calls but you have to define a statistic based on main mask "CallCleared".

R.

Title: Re: Call routing to IVR between target objects
Post by: Michael on March 17, 2010, 12:30:11 PM

Rene,

Thanks for the info. I have calls cleared in my reports already. Sounds like I will just have to adjust some formulas to account for these opt-outs.

Mike

Title: Re: Call routing to IVR between target objects
Post by: ecki on March 18, 2010, 11:04:38 AM

Michael,

How about Diverted or Distributed stats?

e.

Title: Re: Call routing to IVR between target objects
Post by: cavagnaro on March 18, 2010, 06:18:50 PM

And forwarded?

Title: Re: Call routing to IVR between target objects
Post by: Michael on March 22, 2010, 06:05:12 PM

Thanks for the added information concerning Forwarded, Distributed, Diverted. Could you help me understand what impact providing this option would have on these stats? I'm not sure that any of these will impact my reporting as they are not used in any custom formulas in the Hyperion reports.

Thanks (again)!

Title: Re: Call routing to IVR between target objects
Post by: Kevin S on March 22, 2010, 08:14:45 PM

One thing I have done is to attach data within the VTO script when the user makes a selection. I then will look for CallsCleared using a Filter for that selection.

For example, If my KVP was MenuOption = 1, then I would create a filter "MenuOption_1 = PairExists("MenuOption", 1)" and apply it to the CallsCleared statistic.

You should be able to test this in CC Pulse before you make any changes to historical reporting...