Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: G3n35Y5 on April 19, 2010, 12:44:57 PM

Title: Calls not picked by customer - Outbound
Post by: G3n35Y5 on April 19, 2010, 12:44:57 PM

Hi,

I have been asked to provide an outbound statistic for historical report which records the no of calls that CPD calls out but in which the customer does not pick up the phone. Can anyone guide me on the same?

I was thinking of using the CampNoAnswer (Genesys predefined stat) but I think  it would not solve the purpose. Please guide.

Thanks for any help in advance

Title: Re: Calls not picked by customer - Outbound
Post by: Steve on April 19, 2010, 01:56:18 PM

A formula counting -

CampDialMade - CampAnswers

Sounds like what you are after

Title: Re: Calls not picked by customer - Outbound
Post by: G3n35Y5 on April 20, 2010, 05:39:56 AM

CampDialMade - CampAnswers will include those calls too that were answered by answering machine. Plus, these would include those calls too that had the call result = busy.

Please correct my understanding if I am wrong.

What the customer requires is the no of calls that were ringing on the customer phone but were not attended by the customer.

Title: Re: Calls not picked by customer - Outbound
Post by: G3n35Y5 on April 20, 2010, 06:09:51 AM

Hey.. I checked the Outbound guide. It has described Call Result = NO ANSWER as 'Ring without answer at destination'. So, I think the stat CampNoAnswern would suffice.

From Genesys guide:
**********************************
CampNoAnswer
Description:
The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of No Answer.
**********************************

Thanks for the kind help :)