CCMS reporting/pegging

[PCDsun]

I just changed a script to first queue to a list of agents first and then, if none are avaialble, queue to skillset.

Does anyone know exactly how a call that is queued to an agent and answered by that agent, pegged in the system. Because it never makes it to the "queue to skillset" line of code, where does that call get pegged for reporting purposes?

 

[DancingDave]

It's not clear from the manuals, but I would reckon it would get pegged against the application?

If you need it pegging a different way, you could give that list of agents theior own skillset and just Q2 skillset.

DD

 

[PCDsun]

It does peg against the application becuase both the queue to agent and queue to skillset are in the same app.

I know we could start a new skillset but we have over 80 now and didn't want to start another. This is a short term 2 week project.

I know that there there is a dummy skillset in all the CCMS systems called "Agent Queue To" that these get pegged to but it is really confusing.