General questions about queued/dequeued/abandoned calls and reporting

[kylebrogers]

UCCX 10.5

I have a couple of basic questions.

1.  If I have a prompt or menu prompt that precedes actually getting queued and someone makes a selection that goes to a call redirect, how is that call reported?  Is that considered an abandoned call?  If so, what step (such as dequeue) should I use to correct that issue?

2.  Within the queue steps in my script I have a menu step (to allow for them to press 1 to redirect to a VM box if they don't want to continue waiting).  It looks like this:

Queued

--Menu

---- 1 - Go to VM

------- Dequeue (--Triggering Contact-- from CSQ_CustService)

------- Call Redirect (--Triggering Contact-- to 95551234)

I've gone into the queue and optioned out several times but my "dequeued calls" column in reporting for the CSQ_CustService queue is always 0.  What am I doing wrong?  I'm afraid these might be marked as abandoned.  

 

[kylebrogers]

bump

[Aaron Harrison]

Hi Kyle

1. If you consider a particular outcome of a call to be 'handled',  you would use a 'set contact info' step to set the 'handled' flag on the call.

2. What you have done looks correct. Any time you use a dequeue to pull a call from a queue it shoudl show up in the CSQ repots. Can you post up your script so we can verify it?

Aaron