01-08-2012 12:19 AM - edited 03-14-2019 09:08 AM
Hi,
Can anyone please explain what does Return column in Webview mean?
The online help says:
The number of tasks of the call type that software routed to Return nodes during the half-hour interval.
Derived from: Call_Type_Half_Hour.ReturnBusyToHalf + Call_Type_Half_Hour.ReturnRingToHalf + Call_Type_Half_Hour.ReturnReleaseToHalf
and the table description in the ICM DB schema says:
--ReturnBusy:
Number of calls of this type that were routed to the Busy target during thereporting interval.
--ReturnRing:
Number of calls of this type that were routed to the Ring target during thereporting interval.
--
ReturnRelease:Count of calls that executed a Release node in their routing script in thereporting interval.
But I still cannot figure out when actually a call is considered as Return?
Thanks
01-08-2012 10:56 PM
Well, that's easy. Any call gone through a certain calltype node and then a Busy or Ring or Release node, is considered a "Return".
Do you use these nodes, by any chance?
G.Sz.
01-08-2012 11:33 PM
Thank you Gergely for the reply,
No I am not using them in any of my scripts.
Another thing is in most days the value of Return column is zero, but then comes a day where we find some return calls and I cannot justify those calls since the priority of the Skill Group is 1 "Highest" so the calls are return rather than being answered!
02-11-2013 11:23 PM
Hello Moath,
I am curious to know if you figured out the Return calls cause.
I am having the same problem, where in some days, Return calls are 0 , and in other days they have a significant value
Thank you
02-12-2013 12:49 AM
Hi Sahar,
Can you post a snapshot of your script that has the skill group with concern.
Because Return means the call was released, either by system or by a script Release Call node.
Regards,
Moath
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