Good day members.
I am new in this forum. we are using UCCX in our call center set up. when running Historical reports, specifically 'Agent Call Summary Report', i come across the above two terms, i.e Inbound Non-ACD on IPCC as well as Non-IPCC on UCCX.
while I do understand the ACD, I need someone help me understand the IPCC concept. which calls are these Non-ACD on IPCC and Non-IPCC? I am trying to separate ACD traffic, Nob ACD Internal and Non-ACD External calls.
someone who can help elaborate the difference?
