In webview, what is the difference between offered calls (CallsOfferedHalf) and routed calls(CallsRoutedToHalf) in the Call_Type_Half_Hour Table.
An offered call is a call that came into the system and was assigned that call type. A routed call is call that was routed by ICM to a destination while assigned that call type. So when a call first comes in, it counts as offered, when it is routed to an agent or extension, it counts as routed. If the caller hangs up before being routed, the call will count as offered but not routed.
a few more doubts:
Calls that are redirected to a voice mail or to another call type are considered routed calls as well?
Handled calls are routed ones handled to completetion?
thanks for your assistance.
A call redirected to a VM box is routed. A call redirected to another call type is overflow. A handled call is a call routed to and handled by a UCCE agent.