vMCD Version 7.2 SP1 PR1
MiCC Version 8.1
I have a customer with a single vMCD, single MiCC but multiple physical locations. We can call them stores. Each store has its own phone number and its own NuPoint Call Flow. Option 1 currently takes them to a centralized call center that handles all scheduling. We have installed MiCC and are in the process of testing and then will be converting these users to ACD. The customers wants to report on how many calls came to the scheduling queue from each location.
for example
555-1000 -> Call Flow A -> Option 1 -> Scheduling Queue A -> Overflow to Main Scheduling Queue
555-1001 -> Call Flow B -> Option 1 -> Scheduling Queue B -> Overflow to Main Scheduling Queue
and so forth but for 8 numbers and 8 locations. DNIS report wont work because there are other options in the call flows that the caller could choose. I want to avoid having 8 Scheduling queues that need to be reported on and show up on the Managers and Agents Contact Center Client displays.
What i tried was creating a queue (in our example above Scheduling Queue A, B, Etc that immediately times out to the main queue) for each one that overflowed to the main scheduling queue and then wanted to report on how many times that queue was overflowed but nothing ever showed up in the reports regardless of testing.
I tried a Ring Group with no members and the overflow set to the Scheduling Queue. i made two test calls and checked the Queue Performance by Period report and saw 0 calls Interflowed in the report. I also checked the Queue Group unavailable Trace but that report never ran, it was just gray in the report inbox. Am i stuck working with a Scheduling Queue for each location and having the customer dig through all those reports to figure out agent performance??
Thanks in advance.
MiCC Version 8.1
I have a customer with a single vMCD, single MiCC but multiple physical locations. We can call them stores. Each store has its own phone number and its own NuPoint Call Flow. Option 1 currently takes them to a centralized call center that handles all scheduling. We have installed MiCC and are in the process of testing and then will be converting these users to ACD. The customers wants to report on how many calls came to the scheduling queue from each location.
for example
555-1000 -> Call Flow A -> Option 1 -> Scheduling Queue A -> Overflow to Main Scheduling Queue
555-1001 -> Call Flow B -> Option 1 -> Scheduling Queue B -> Overflow to Main Scheduling Queue
and so forth but for 8 numbers and 8 locations. DNIS report wont work because there are other options in the call flows that the caller could choose. I want to avoid having 8 Scheduling queues that need to be reported on and show up on the Managers and Agents Contact Center Client displays.
What i tried was creating a queue (in our example above Scheduling Queue A, B, Etc that immediately times out to the main queue) for each one that overflowed to the main scheduling queue and then wanted to report on how many times that queue was overflowed but nothing ever showed up in the reports regardless of testing.
I tried a Ring Group with no members and the overflow set to the Scheduling Queue. i made two test calls and checked the Queue Performance by Period report and saw 0 calls Interflowed in the report. I also checked the Queue Group unavailable Trace but that report never ran, it was just gray in the report inbox. Am i stuck working with a Scheduling Queue for each location and having the customer dig through all those reports to figure out agent performance??
Thanks in advance.