Contact Center query

[ahmed-hassan1110]

Dear Gents,

I have a question regarding contact center, let’s start with the existing scenario:

There is a simple contact center script with multiple menu options for the caller to choose one of them let’s say, 1 ènew subscription, 2 è complains, ….etc. suppose the following happens, a caller who need new subscription chose option number 2 (complains) and directed to a complains agent and this agent addressed this caller needs.

The problem is this call will be recorded in the CCX reports as option 2 (complains) call although it was actually a new registration (option 1) which will be misleading in the CCX reports.

So briefly the customer needs something to be configured to facilitate the agents to indicate that the previous call was belonging to another submenu (option) after he finished talking with the caller in order to give accurate statistics in the CCX reports

So please could you tell me how this can be implemented.

[Marwan ALshawi]

You can setup additional trigger number the agent can transfer the call to internally and inside the script send the call directly to respective queue bypassing the initial menu in this case u can get reporting based on this trigger and queue

Sent from Cisco Technical Support iPhone App

[david.macias]

If you don't want to transfer the customer to the right queue, what you could do is have a wrap up code for those types of calls.  Then you could look at how many calls went to complaints and have a wrap up code of new registration.

david

[Andrew Skelly]

There is another thread on here asking the exact same thing, same queue names and what not.  Some additional info in there.

https://supportforums.cisco.com/thread/2098294?tstart=0