A call can only be one of the following:<div><br></div><div>1 - Abandoned</div><div>2 - Handled</div><div>3 - Dequeued</div><div>4 - Aborted</div><div>5+ - Rejected</div><div><br></div><div>You can within your script (and this is recommended) manually mark the call as handled via the Set Contact Info Step.</div>
<div><br></div><div>Note that you must apply this step before you terminate the contact otherwise it may not get reported properly.</div><div><br></div><div><br><div class="gmail_quote">On Fri, Jan 8, 2010 at 12:42 PM, Matthew Loraditch <span dir="ltr"><<a href="mailto:MLoraditch@heliontechnologies.com">MLoraditch@heliontechnologies.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;"><div lang="EN-US" link="blue" vlink="purple"><div><p class="MsoNormal">In my script I do the following basic items to a certain type of call:</p>
<p class="MsoNormal">Dequeue from the main queue</p><p class="MsoNormal">Get Some info from the Caller</p><p class="MsoNormal">Terminate the Call</p><p class="MsoNormal">Ring back into the main queue by calling another script</p>
<p class="MsoNormal"> </p><p class="MsoNormal">I believe that will do the following to my daily stats</p><p><span>1)<span style="font:7.0pt "Times New Roman""> </span></span>+1 to Dequeued Calls</p><p><span>2)<span style="font:7.0pt "Times New Roman""> </span></span>+1 to Abandoned Calls (a handled call is only 1 in which an agent answers, right???)</p>
<p><span>3)<span style="font:7.0pt "Times New Roman""> </span></span>+1 To total calls, effectively making all calls handled this way 2x themselves?</p><p class="MsoNormal"> </p><p class="MsoNormal">Am I right, half right or insane?</p>
<p class="MsoNormal">Thanks!</p><p class="MsoNormal"><span style="font-size:10.0pt"> </span></p><p class="MsoNormal"><b><span style="color:black">Matthew Loraditch</span></b><span style="color:black"><br>1965 Greenspring Drive</span></p>
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<br></blockquote></div><br><br clear="all"><br>-- <br>Regards,<br>Tanner Ezell<br>
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