Ahmed -<br><br>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.<br><br clear="all">
Matthew Saskin<br><a href="mailto:msaskin@gmail.com" target="_blank">msaskin@gmail.com</a><br>203-253-9571<br><br>
<br><br><div class="gmail_quote">On Sun, Aug 7, 2011 at 6:55 PM, Ahmed Abd EL-Rahman <span dir="ltr"><<a href="mailto:Ahmed.Rahman@bmbgroup.com">Ahmed.Rahman@bmbgroup.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
<div link="blue" vlink="purple" lang="EN-US"><div><p class="MsoNormal">Dear Gents,<u></u><u></u></p><p class="MsoNormal" style="text-indent: 0.5in;">I have a question regarding contact center, let’s start with the existing scenario:<u></u><u></u></p>
<p class="MsoNormal">There is a simple contact center script with multiple menu options for the caller to choose one of them let’s say, 1 <span style="font-family: Wingdings;">è</span>new subscription, 2 <span style="font-family: Wingdings;">è</span> 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.<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal">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.<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal">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 <u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal">So please could you tell me how this can be implemented.<u></u><u></u></p><p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal">
<u></u> <u></u></p><p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal"><span style="font-size: 12pt; color: rgb(31, 73, 125);">Best Regards<u></u><u></u></span></p><p class="MsoNormal">
<span style="font-size: 12pt; color: rgb(31, 73, 125);"><u></u> <u></u></span></p><p class="MsoNormal"><b><span style="color: rgb(31, 73, 125);">Eng. Ahmed Abd EL-Rahman</span></b><b><span style="color: rgb(74, 68, 42);"> </span></b><b><span style="color: rgb(148, 138, 84);">I</span></b><b><span style="color: rgb(51, 51, 153);"> </span></b><b><span style="color: rgb(31, 73, 125);">Senior Network Engineer </span></b><b><span style="color: rgb(51, 51, 153);"><u></u><u></u></span></b></p>
<p class="MsoNormal"><b><span style="color: rgb(31, 73, 125);">CCVP, CCNP, CCNA, CCNA-VOICE, IPTX, UCCX, CRMCS, WLSS</span></b><b><span style="color: rgb(31, 73, 125);"><u></u><u></u></span></b></p><p class="MsoNormal"><a href="http://www.bmbgroup.com/" target="_blank"><span style="color: rgb(0, 32, 96); text-decoration: none;"><img src="cid:image001.jpg@01CC556D.7CFF8AE0" alt="Description: Description: cid:image001.jpg@01C99801.5B760420" border="0" height="65" width="213"></span></a><span style="color: rgb(0, 32, 96);"><u></u><u></u></span></p>
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