We are utilizing CCB in our environment with CUBE and multiple and load balanced CVP/VXML (11.6).
A request came to me to try to answer for CCB NOT offered per limits set on the CUBE(s) during a possible high volume experience. So far, I have not found where I can isolate that information. There has to be something telling the system not to offer CCB to a caller if the limit is hit, I just need help finding where that information might be hiding.
To reiterate, this isn't a question regarding how many calls are offered, but how do I find how many calls are not offered because of the limits set on the CUBE. I'm new to this feature and I'll gladly accept any insight! :)
What exactly are you looking for? You specify the number of trunks available for CCB on the CUBE based on the configuration you set up. So if you set 100 trunks for instance but get 1000 calls, you should only be offering CCB to those 100 that you have capacity for, unless I am misunderstanding you.
The CCB Entry application log should give you what you need?
Thank you! I feel like I could have worded my inquiry better.
Leadership over the team that utilizes CCB in their call flow is asking how they can see reporting during high volume where we've hit the trigger for CCB, and we have set the maximum number of calls being offered CCB to 50. While additional calls or callers who refuse CCB would continue to the agent queue normally, they want to have a count for caller number 51 and up who were not offered CCB during that time frame.
Is it possible to report on the number of calls that come in while CCB is maxed out and specifically know how many were not offered and/or refused?
The short answer is yes, but you'd have to likely make changes to your Callback_Entry script.
So not sure how that might be customized for you today, but you could do something like set a variable that gets returned with the call to CCE indicating "CCB not offered/not available" that you report off of. Basically, any of the calls not making it to the offering of the CCB portion of your application.
Or you could set a variable in a specific element in the Callback_Entry application and use CVP reporting to see how many calls hit it (assuming you have CVP detail reporting enabled, etc.).
I would likely go with the UCCE reporting option myself due to the restrictions/limitations of CVP reporting.