CC6 - Histrocal Reporting on overflow

[9belowzero]

Hi,

Rather than me go through each historical report does anyone know if there is a report for call overflow from a script/agent?

We have a reception skillset with one user (the receptionist) and if a call is in a queue for more than 90 seconds it overflows to a round robin hunt group (on the CS1000). So I need to find out how many calls are overflowing to this hunt group.

Thanks in advance.

 

[sandyml]

If your script says to route the call after 90 seconds to that hunt group, you will find it on the Call Treatment report. It will tell you how many calls it routed, but not where specifically, although in this case it should be pretty simple.

 

[9belowzero]

Thanks, are we talking about Others > Application Call Treatment ?

If so for some reason this only shows in the evening when the agent is logged out and the call goes to VoiceMail, although i have specified last seven days between 09:00 > 18:00

Thanks

 

[captaingadget]

You need to post the script to be sure of where to look. Sandyml is quite right, if a call is overflowed to a hunt group it will appear in the application call treatment report as calls ROUTED. It is always possible of course that no calls have overflowed. What do your abandoned calls look like, and are many abandoned before 90 seconds?

 

[bajangsa]

You could also look for Terminated Calls in the CDN report. Run it by Interval during office hours, in order not to get calls who has listened to a night/closed message.
Best solution is to Queue to an Overflow Skillset instead, in order to keep the call inside the Call Center and keep it accountable for statistics.