Analytics - ability to add calls routed to message only extension or announcement only extension.
Analytics - ability to add calls routed to message only extension or announcement only extension.
Oliver Mark Ritualo
shared this idea
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Galina
commented
Customer is comparing two following cases:
1) (announcement during the lunch time) => when the call arriving at the lunch time for example, this call is considered as Abandoned. So the report shows only one line (image 1);
2) (overlowed call queue during the lunch time) => in this case the report shows multiple lines and the customer should click on the line to see more details.
So, the customer is asking why these two cases do not display data in the same way. This is an issue for the customer as they are unable to differentiate between calls ending up with an announcement and those that overflow in the queue.
Customer is seeking to differentiate calls ending up with a CQ and those with an announcement.!!!Both calls are tagged as Abandonned in Analytics!!!