Mitel Contact Centre Reporting

[JCCDM]

Hi All,

I currently have a report set up for a customer to monitor the calls coming into a call queue for a call centre. As a part of this call queue, the caller has an option to press a key and leave a voicemail message instead of waiting for an operator.

I have been asked a question if its possible to run a report on only the calls that have gone through to voicemail.

I have done some tinkering in YourSite but really not too sure. Does anyone have any information on whether this is possible and if so, how I might do about it?

Any help appreciated. Cheers, Justin

 

[Mitelmatt]

Assume that you are using the inter flow dialling list in the ACD queue programming for the press 1 options? If you run the queue reports it will be the calls in the inter flow column I believe

 

[JCCDM]

Thanks Mitelmatt,

I have checked the ACD Path Interflow Dialing Lists form and none of them have been programmed for use.
I wasn't here when this function was set up and neither is the guys who did.... all users for the call center are ACD agents and assigned to their required skill groups.

I have run a report and checked the queue group interflowed count on a day where a known voicemail was left but the report shows 0.

Is there any other way this might be programmed or able to be checked? Would it be easier to have it changed to set up this way?

Thanks, Justin

 

[Mitelmatt]

if interflow dialing list isn't set up I am not sure how they are able to press a key when in queue then?