IPCC and Dequeued Call Stat

[Googi1974]

Hi Everyone,

My question is: Can a contact be classified as "dequeued" on a report (either HR or Real Time) WITHOUT using a dequeue step in the script? or Is there any other way the system could report the call dequeued if a dequeue step isn't being used in CRS Editor. Many thanks in advance.

-Kelly

[stephane.bordenave]

Hi Kelly,

a contact is marked as dequeued if a redirect or a transfer step is used in your script.

HTH

Regards,

Stephane.

[Hythim Ali El Hadad]

Hi Kelly,

A call is considered to be dequeued from a particular contact service queue in the following cases:

• The call is dequeued by a Dequeue step in a workflow.

• The call is marked as handled by a workflow.

• The call is queued for more than 1 contact service queue and is handled by

an agent in another contact service queue.

wish this be helpful

[Googi1974]

Thank you Hythim,

The 3rd point seems to be what was generating the Dequeued Calls on our reports. I found an error in the script causing contact to queue for 2 service queues. Thanks again.