[CCPulse] Number of inbound calls not answered

genecool · December 19, 2011, 2:00pm

Hi Everyone,

I would like to know, thru ccpulse, the number of inbound calls not answered.

Firstly, I thought to count the number of NotReadyForNextCall (agent is automatically pass to NotReady state). However, this does not allow me to take into account only incoming calls.

In addition, I would set up filters based on the origin of the call.

Do you have an idea?

Thanks.

genecool · December 19, 2011, 2:35pm

…easy : CallRingingInbound - CallInbound !

cavagnaro · December 19, 2011, 4:01pm

Or CallAbandonedOnRinging

genecool · December 19, 2011, 4:05pm

CallAbandonedOnRinging takes into account RONA ?

cavagnaro · December 21, 2011, 10:03pm

Good question…will try it and see how it behaves

cavagnaro · December 22, 2011, 8:58pm

Maybe this interests you:

http://solutionsearch.genesyslab.com/selfservice/documentLink.do?externalID=12458