Hello there,
I found out that , in infoview Queue reports there are some calls categorize under routed_other". But the document does not provide clear explanation of the term as always. Appreciate if anyone here could help me out on this to understand .
Thanks,
Hasi
Basically, It is routed_other when the call was routed to an “unmonotired DN”.
Usually not monitored by ICON.
Please check which GIM version you’re running, as there was a GIM 8.0 version suffering from a bug, whereby calls answered by agents were incorrectly pegged as ‘unspecified/routed_other’.
@n3vek7
Thanks for your reply , our GIM is 8.1. Btw , could please bit more elaborate about “un-monitored DN” ? And any solution to fix it ?
Thanks ,
Hasitha
When you route to an external number for example, a cellphone, an extension on another pbx.
No way to fix as it is a rule, you only need to understand your call flow.
Enviado de meu E6633 usando Tapatalk
It could even happen in a multi-site scenario where your ICON is not connected to the target switch / TServer.
Appreciate all of your responses and those helps towards to find the solution , we suspect when Agent transferring some calls back to IVR if the caller select wrong menu and calls get dropped when it transferred those calls show in the report as route_other (in our case). Feel free to share your thoughts .
Then check your IVR, should not be sending elsewhere. Should be quite easy to replicate.
Only you can move forward with your platform and post TServer logs as much.
Enviado de meu E6633 usando Tapatalk
If a customer chooses “wrong” you shouldn’t be dropping calls. You need something to assist the customer or go back to an agent. Are these maybe getting default routed because of a break in your flow somewhere?
What are your default destinations?
Sent from my Redmi Note 3 using Tapatalk
I think the agents should transfer to the correct destination and not to the IVR (again). Not good for the customer experience and ain’t good for stats and the tracking of it.