Settings and activity
20 results found
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16 votes
Galina
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31 votesGalina
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20 votesGalina
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42 votesGalina
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18 votesGalina
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32 votesGalina
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10 votesGalina
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7 votesGalina
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15 votesGalina
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35 votes
This will be addressed as a part of the Single Pane of Glass initiative.
Galina
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40 votesGalina
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10 votesGalina
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11 votesGalina
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43 votesGalina
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18 votesGalina
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35 votes
An error occurred while saving the comment Galina
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107 votesGalina
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18 votes
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17 votes
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17 votes
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!!!