[cisco-voip] Contact Center Question

[Ahmed Abd EL-Rahman]

Dear Gents,

I have a question regarding contact center, let's start with the existing scenario:

There is a simple contact center script with multiple menu options for the caller to choose one of them let's say, 1 ènew subscription, 2 è complains, ....etc. suppose the following happens, a caller who need new subscription chose option number 2 (complains) and directed to a complains agent and this agent addressed this caller needs.

 

The problem is this call will be recorded in the CCX reports as option 2 (complains) call although it was actually a new registration (option 1) which will be misleading in the CCX reports.

 

So briefly the customer needs something to be configured to facilitate the agents to indicate that the previous call was belonging to another submenu (option) after he finished talking with the caller in order to give accurate statistics in the CCX reports 

 

So please could you tell me how this can be implemented.

 

 

 

 

 

 

Best Regards

 

Eng. Ahmed Abd EL-Rahman I Senior Network Engineer 

CCVP, CCNP, CCNA, CCNA-VOICE, IPTX, UCCX, CRMCS, WLSS

  <http://www.bmbgroup.com/> 

               Lebanon I Egypt I Algeria I KSA I Libya I Jordan


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