Outbound Calls in CCPulse

[pdavid]

Here's a question that I have, and need some direction on...

In my workplace our agents make OB calls either manually and/or via OCS, well CCPulse has the Outbound stat that includes this data, however I'm looking for a way to detail out the kind of outbound call. Is it possible to create a filter that could only be associated to one of the two call types? If I just get one, that's fine cause I'll create a formula from the Outbound stat value and the filter stat value to get it. Is it possible to break out the outbound type of calls? Please let me know, any help would be appreciated.

[cavagnaro]

Well i can only think that maybe when receiving and OCS call you may attach a KV so you can filter with it, so manual calls will be the rest of all OB less OB with filter.

[pdavid]

My apologies for responding so late, but I wanted to thank you as this is what we'll be doing to understand the type of outbound call our agents are making/receiving.

[klevin]

[quote author=pdavid link=topic=2060.msg7096#msg7096 date=1172114326]
My apologies for responding so late, but I wanted to thank you as this is what we'll be doing to understand the type of outbound call our agents are making/receiving.
[/quote]


It seems I am a little bit late, but nevertheless, here we go!

define this in Statserver Filters section :PairExist("my-call-type", "999") and then apply it to the CCP template!

[victor]

Hi,

I am attaching an excel file that shows how to define this.
NOTE: due to limitations at our environment, I had to place INTERNAL calls and not OUTBOUND. But, it should not really matter to you.

[Seb Reeve]

...OCS attaches mandatory KVPs to calls anyway - you could filter on those:

e.g. MyOCSCallFilter = PairExists('GSW_PHONE')

Seb

[pdavid]

Just wanted to thank all for there expertise, this is now setup as per the attachment I have included. Thanks to all again it is great to be able to have a place to go for help/ideas/tips.