[cisco-voip] Contact Center Question

[Matthew Saskin]

Ahmed -

Look into the "wrap code" feature within UCCX.  Instead of classifying and
reporting on calls based on IVR selections agents can classify a call after
it has occurred for reporting purposes.

Matthew Saskin
msaskin at gmail.com
203-253-9571



On Sun, Aug 7, 2011 at 6:55 PM, Ahmed Abd EL-Rahman <
Ahmed.Rahman at bmbgroup.com> wrote:

> 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 ècomplains, ….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***
>
> [image: Description: Description: cid:image001.jpg at 01C99801.5B760420]<http://www.bmbgroup.com/>
> ****
>
> *               Lebanon I Egypt I Algeria I KSA I Libya I Jordan***
>
> *
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>
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>
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