Call by Call Stats

[tomburke]

Hi,

Does anyone know if you can track a call that been queued to a skillset and then re-queued to another skillset in the call by call stats report.

At present some of our call are queued to an Escalation team depending on the product type, however, if no-one is available to take this call it is re-routed to the next tier down, basically an overflow mechanism.

Thanks in advance - Tom

 

[pdulfo]

I have had to re-write our Call By Call report. As the standardf report was not showing the incoming CLID. On re-writing I discovered that you can get a lot more information. The easiest way to analyse is to use Excell and bring the data in then sort by CALL ID and Time Stamp. You should then be able to trace the call down throughout its life. I have been doing this to try and find out why some of our calls appear to get lost in black holes.