Ok I have a strange issue here. I have a customer who has a queue where customers get transferred out to an external number or a ring group outside of UCCX. We wanted those calls to count in reporting as a handled call or flow-out instead of abandoned. What I ended up doing is after the success transfer, I added a dequeue step.
When I ran the report and refreshed after each test call I made, it appears to be working for the most part. Calls Presented increases properly, flow-out increases properly, However... there is always a however... calls abandoned also increases with the flow-out. So if I take the flow out and minus from calls abandoned, I get an accurate number.
How do I get that call to only register as flow-out and not call abandoned at the same time? Call reporting is very important to this customer and I want to make sure they have accurate information without having to work for it. Run the report and there it is.
Thank you in advance!
I do something similar, but instead of a dequeue step on the Successful branch, I added a Set Contact Info step and 'marked'' the call Handled. In my reporting it now shows as Handled.
See attachment (wish I could just add screen shots here and not have to add a file. jpg, etc - if anyone knows how , let me know :-) )
I had tried that previously, but didn't seem to work right? I could always try it again... I see your screen shot below. Thank you for that...