Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: rvn01 on February 12, 2015, 08:40:30 AM

Title: CCPulse forwarded calls
Post by: rvn01 on February 12, 2015, 08:40:30 AM

Hey Guys

i want to check what exactly a forwarded call is? i need to classify whether it has been answered by an agent or whether it an unanswered call?

Title: Re: CCPulse forwarded calls
Post by: Kubig on February 12, 2015, 09:35:43 AM

What statistics exactly do you mean?

Title: Re: CCPulse forwarded calls
Post by: rvn01 on February 12, 2015, 10:15:34 AM

so for an inbound queue that we have set up, we have agents from another department also transferring calls to the same number.

I have:

1000 calls entered
25 Abandoned
& 975 Distributed

of the distributed calls:
800 answered
75 Abandoned while ringing
100 forwarded

i need to clarify whether the "forwarded" calls have been answered by an agent or just dropped off?

Thanks

Title: Re: CCPulse forwarded calls
Post by: Kubig on February 12, 2015, 10:38:03 AM

These interactions were forwarded or redirected to another destination.

Title: Re: CCPulse forwarded calls
Post by: rvn01 on February 12, 2015, 10:52:46 AM

thanks for that bud.

i'm going to assume that they got sent back to the original destination ie. the call was not answered by the original destination.

Title: Re: CCPulse forwarded calls
Post by: cavagnaro on February 12, 2015, 11:48:04 AM

Check Tserver logs. Can be scenarios according to your pbx.

Title: Re: CCPulse forwarded calls
Post by: mduran22 on February 12, 2015, 07:37:38 PM

Do you have RONA on the PBX or strategies that redirect the call somewhere (back to the same route point for example)? Or, on some PBXs, the forward feature may be activated for a specific extension.