UCCX script dequeue step

[joeharb]

We have made some changes to our scripts to allow for SME's to get the call directly via Finesse.  It is required that if no agent is available it should not queue the call but redirect to another group (redirect step to that groups CSQ).  Should I dequeue the call prior to transferring it for reporting purposes?  The reports are showing abandoned calls which I don't believe is accurate.

Thanks,

Joe

[Roger Kallberg]

If the call has entered a queue it is advised to use the dequeue step.

[david.macias]

It depends on what you want to do. You can check the staffing of the Q before you queue the call or queue then dequeue, then route to a different queue. Is your question that a dequeued call will be abandoned in reporting the answer is no it should not show as abandoned.

david