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Call Centre Reporting facility‏ - UCCX 7.0

csco10971283
Beginner
Beginner

Hi all,

If  a user goes into the wrong submenu (complaints) and the phone agent  answers. The question of the user will be off topic (lets say new  subrscription), but lets say the Agent answers him and helps him. The  call will be recorded in the wrong statistic (i.e. complaints) when in  actual fact it was a (new subscription).

Is there a way for the  agent to manually enter this call in the statistics records as a 'new  subscription' instead of a 'complaint' ...

Many Thanks!

Ahmed Ossama CCIE#26611 +966531567747
1 Reply 1

How are you storing this in the database? If you're using separate CSQs: No. If you're using Enterprise Data and storing to one of the customVariable[1-10] fields, probably. If you allow the agent to modify Enterprise Data and you show the customVariable field within CAD they should be able to update it.

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