call requeued situation on reports 1

[viperen]

Hi all,

I have a quesiton about call presentation class on CCM rel.6 systems. If a call is presented to an agent and it is not answered after 4 rings, it is going to another agent an set is going to not ready . Is it possible to see this situation on any reports? (which agent is not answered, how many times it happens, etc...). And is it possible to assign a not ready reason code for this?

Thanks....

 

[Milesprower]

The agent performance report shows (by agent) how many calls are requeued by timeout (agent lets the call ring until it times out and requeues) or other reason (agent presses a key taking the agent out of available state causing the call to be requeue).

The timeout period and the action that is taken for the agent (Make Set Busy or Not Ready) is set in the call presentation class to which the agent belongs. There is only a global default Not Ready Reason code. You cannot assign a specific Not Ready Reason Code for re-queued calls (although this is a good suggestion for an enhancement).

 

[viperen]

Thanks milesprower,

That is exactly what i am trying to find.