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Messages - melliott

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1
Running QueueMetrics / Re: Transfered Queue Calls
« on: January 14, 2008, 17:39:28 »
We are required to do these attended xfers to announce the client to the 3rd party, is there anything else we can do?

2
Running QueueMetrics / Transfered Queue Calls
« on: January 09, 2008, 18:47:29 »
Some of our queue calls are transferred back out to another agency. These calls remain active even once the transfer has taken place and the agent hangs up. This of course is affecting the agent/queue stats and SLA's. What can I look for in this situation to resolve?

Thanks!!

3
Running QueueMetrics / Detail of unanswered call report
« on: January 09, 2008, 18:45:22 »
I am looking for an explanation of the "disconnection" field on this report. Specifically explaining what qualifies a call as "timeout" or "unanswered yet". I have alot of unanswered yet that I can not account for.

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