Master Script and time of message

[nortelinsd]

When a call comes into the Master Script and they get all the important "your call may be moniterd...blah,blah.."
does the time the customer spends listening to this message count when it is sent to another application or script?

If in the Master Script customer hears 15 seconds of greetings does the call come into Customer Service +:15 seconds?

 

[lretrievers]

The application reports and RTD will show how long they have been waiting, including announcements. The skillset reports will show how long they have been waiting since the call has been queued to the skillset.

 

[nortelinsd]

Ok I think I understand that. Let me try asking this another way.

When a call comes into the Master Script and the customer has to listen to a 20 greeting, then gets pointed to another application were the call is answerd right away, the call already has :20 seconds on the call so now I have to subtract :20 seconds for every call that this application handled?

If a tree hugger falls in the woods...who cares?

 

[lretrievers]

Yes, I adjust the Application Threshholds to allow for that 20 second greeting.

 

[picklemogg]

When the master script hands the call off to another application the "call timer" starts over in the primary application. When looking at data (historical or real time) from the primary appl that the master script has handed off to you do not need to subtract the 20 seconds from each call.