ACD call answered vs Local call answered in CBC report

[jadiebear]

How do you interpret records in Call By Call report that showed ACD call answered without any Skillset associated with the record?

My understanding is when call comes in and got picked up by an agent then it will show Local call answered and skillset name in CBC record.

Thanks

 

[lretrievers]

It sounds like it was an ACD call rather than a skillset call. This can be confirmed by looking at your historical reports, such as agent performance, and see how many ACD calls were answered.

 

[jadiebear]

lretrievers

The agent performance report shows ACD talk time that match with record in CBC report. So we know that call comes in to ACD queue DN directly. This can only occurs internally since outside customers do not know this number. The only scenario I can think of for this is agent pick up the caller's call and transfer to ACD DN. Can you think of any thing else?

Thanks for your response.

 

[lretrievers]

Usually it is a transfer of some sort. If this was an ACD environment prior to Symposium, you may want to check to be sure all auto attendants go to the CDN, and DNIS digits coming in are either a CDN or converted to a CDN.