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IPCC and Dequeued Call Stat

Googi1974
Level 1
Level 1

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

3 Replies 3

Hi Kelly,

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

HTH

Regards,

Stephane.

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

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.

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