Call routing to IVR between target objects

Forgive me if there’s a thread on this somewhere. I wasn’t able to find one in my brief searches.

The business line would like to offer customers already in queue a chance to ‘opt-out’ to the IVR using a VTO service selection script. This would be done as the call transitions from one target object to the next. However, in my very hurried testing, the calls show as entered in the queue but do not peg anywhere else (i.e. answered, abandoned, etc…).

Does anyone know of a way to accomplish this without skewing reporting data (CCA)?

Thanks!
Mike

Guys,

how many times do we have to say over and over again..logs, logs, logs…the call can be not pegged, but logs speak out.

Fra

Now… do you want my magic ball? ;D

Hi Michael,

Calls taken out from virtual queue without being routed to an agent or abandoned are so called “cleared calls”. StatServer is able to count these calls but you have to define a statistic based on main mask “CallCleared”.

R.

Rene,

Thanks for the info. I have calls cleared in my reports already. Sounds like I will just have to adjust some formulas to account for these opt-outs.

Mike

Michael,

How about Diverted or Distributed stats?

e.

And forwarded?

Thanks for the added information concerning Forwarded, Distributed, Diverted. Could you help me understand what impact providing this option would have on these stats? I’m not sure that any of these will impact my reporting as they are not used in any custom formulas in the Hyperion reports.

Thanks (again)!

One thing I have done is to attach data within the VTO script when the user makes a selection. I then will look for CallsCleared using a Filter for that selection.

For example, If my KVP was MenuOption = 1, then I would create a filter “MenuOption_1 = PairExists(“MenuOption”, 1)” and apply it to the CallsCleared statistic.

You should be able to test this in CC Pulse before you make any changes to historical reporting…