06-13-2008 04:30 AM - edited 03-14-2019 02:22 AM
Hi. We have a contact center line where the team want calls that have queued on the primary CSQ for 20 seconds to start queuing a second CSQ. I've done this but now find that where a call abandons it is recorded in supervisor as an abandoned call for both CSQ's.
Can this be handled differently to prevent the abandoned call showing on the secondary CSQ?
We are using IPCC Express v5.01
Many thanks.
Adrian
06-19-2008 06:17 AM
The Abandoned Call Detail Activity Report contains all abandoned calls (CCD.contactDisposition = 1) for a specific timeframe, regardless of whether or not calls were presented to a CSQ. The Contact Service Queue Activity Report (by CSQ) has only
abandoned calls that were presented to the CSQ.
07-08-2008 02:32 AM
You can try using an On Exception GoTo step to catch the contactInactive exception. After the GoTo label you could add a Dequeue step to try and gracefully dequeue the contact from additional CSQs before ending the script.
Example
...
Accept
On Exception (contactInactive) GoTo ABANDONED
...other logic
Select Resource
...other logic
Label ABANDONED
Dequeue (CSQ_B)
Dequeue (CSQ_C)
[Do not dequeue the contact from the first CSQ!]
Goto END
Terminate [You must skip the Terminate step in this case or the script will loop back to the On Exception step.]
Label END
End
08-10-2011 03:22 AM
Jonathen,
I need a help with this.
I have the same scneario except that, if both CSQ1 and CSQ2 are busy on calls, the call should be queued and routed to the first available agent in either of these CSQs.
Now I am getting the same duplicate abandoned call entries in both CSQ and if I dequeue it from CSQ2 and if the call is not abandoned and a CSQ2 agent goes ready, the call will still be in queue right ?
Can you give a solution.
Thanks
Abraham
10-05-2011 02:01 AM
Solved this problem by changing the design.
No more multiple CSQs instead Competeny level on skill based routing from a single CSQ
Simple and easy
Abraham.
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