![]() ![]() By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. The No Skill Conversations item displays the number of NoSkill Conversationsĭisconnect without making choice in IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. (Outbound) Agent calls Customer and Customer does not pick up. The No Contact Conversations item displays the number of NoContact Conversations (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). (Inbound) Customer selected a Forward Skill. The Forwarded Conversations item displays the number of forwarded Conversations on the selected UCC. (Direct) Customer calls Agents, and Agent does not pick up before settings. (Inbound) Customer disconnect without talking to an Agent and before settings. The QuickDrop Conversations item displays the number of quickdrop Conversations. (Direct) Customer calls Agents, and Agent does not pick up after settings. (Inbound) Customer disconnect without talking to an Agent and after settings. The Missed Conversations item displays the number of missed Conversations. (Direct) Customer calls Agents, and Agent picks up. (Outbound) Agent calls Customer and Customer picks up. (Inbound) Agents picks up a conversation. The Accepted Conversations item displays the number of accepted Conversations. ![]() It is possible to zoom in on the Conversations details by clicking on the number. In other words, every conversation connected to the UCC. The Total Conversations item displays the total number of Conversations. Show information per Endpoints on which the conversations entered. Show information per UCC on which the conversations entered. ![]() They are interconnected and can all be managed from one central location. for each department or regional office) or hundreds of UCC’s (e.g. A UCC can be visualized as a contact center “micro service”. Agents can belong to one or several UCCs and can have multiple skills (competencies). Each UCC has its own settings, IVR menus and Agents. UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Also it displays the total number of Conversations that day. The “Conversations Overview” chart visually displays the type of Conversations of that day. File name: Summary Report.rdl IntroductionĪn overview of all the information of one day can be viewed in the Summary report. ![]()
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