CSQ Limits & Call Customer Variables

[micandre]

Hello,

A customer I've recently started working with is coming to the limit of their CSQs (149).

They have used this amount purely for reporting purposes. I want to try an reduce the amount of CSQs without effecting their ability to report specific call types.

Current Environment:

"Press 1 for New Business"                - Send to CSQ_New_Business
"Press 2 for Existing Business"          - Send to CSQ_Existing_Business

"Press 3 for Gold Customers"             - Send to CSQ_Gold_Customers

This method very quickly uses up CSQs.

Proposal - Use Call Customer Variables.

"Press 1 for New Business"
Set Call Customer Variable to "New_Business"
Send to generic CSQ: CSQ_General

"Press 2 for Existing Business"
Set Call Customer Variable to "Existing Business"
Send to generic CSQ: CSQ_General

"Press 3 for Gold Customers"
Set Call Customer Variable to "Gold Customers"
Send to generic CSQ: CSQ_General

Customer can pull reports based on Call Customer Variable.

Q1. Is the above proposal feasible.

Q2. Are the Call Customer Variables global or per script?

Many thanks.

[Nathan Luk]

Hi,

Q1. Is the above proposal feasible.

Yes but it would require custom reports to be developed if you wanted the same level of reporting because the only report that shows custom variables is the Call Custom Variables Report which only reports on a detailed Call by Call level. If you want summarised reports what I've done in the past is create multiple applications where you used to split them out per CSQ is you have:

"APP_IVR"

-Press 1 - Redirect to: "APP_New_Business" - Queue to "CSQ_General"

-Press 2 - Redirect to: "APP_Existing_Business" - Queue to "CSQ_General"

-Press 3 - Redirect to: "APP_Gold_Customers" - Queue to "CSQ_General"

That way if you wanted to find out how many people called through APP_New_Business you could run a Application Performance Analysis which would at least give you the # of calls Presented, Handled, Ababndoned, Abandon Rate and Avg Call Duration per application or an Application Summary Report which would let you calculate ASA and AHT per application as well.

Q2. Are the Call Customer Variables global or per script?

Call Variables are attached to the call exist for the lifetime of the call

Cheers,

Nathan

[micandre]

Thanks Nathan, that answered my question.