[cisco-voip] Contact Center Question

[Ahmed Abd EL-Rahman]

Thanks Matthew, I will check this.

 

 

 

 

 

Best Regards

 

Ahmed Abd EL-Rahman

 

From: Matthew Saskin [mailto:msaskin at gmail.com] 
Sent: Thursday, August 11, 2011 12:12 AM
To: Ahmed Abd EL-Rahman
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Contact Center Question

 

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 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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