CUIC reporting question

[schwabcm]

Hello

We are using Finesse CUIC (v 10.6)for reporting on our call centers and I have a question regarding the ability to gather specific data.  Is it possible to identify in Finesse, or on CM, how many calls hit a trigger but do not get handed off to agents?  This would be when a call center is closed.

[Anthony Holloway]

By default a contact's disposition will be abandoned, unless 1 of 2 things happens in the script:

a) The call is mark as handled by the script step Set Contact Info

b) The caller is successfully transferred to an Agent

So, you're call presented, plus handled and abandoned will tell you the story you're looking for.

Does that help, or were you looking for something else?