***** CCPulse - Call Result *****

[fred.s]

Hi

I am a complete CCPulse rookie

- Firstly can anyone help me get Wrong Number, to show as a call result by Camapign/Calling List. I have a number of call results missing.

- Secondly, I need to produce a Workspace or Template that allows RealTime (and Historical) stats on Call results, per agent, per campaign/calling list. Eg, Agent X made a total 4 dials of campaign Y, with call results as 2 answers, 1 answer machine and 1 busy...........Same agent made 3 dials off campaign Z, 1 Busy, 1 No Answer and 1 Answer.

Hope this makes sense, thanks in advance

[fred.s]

Helllllllpppppp?

[cavagnaro]

What is Wrong Number for you?
For second question, agents do not dial, OCS does so getting that level of stats you ask is non-sense...please check OCS call flow and documentation.

[fred.s]

Wrong Number is an outcome I have in Contact Manager "Call_result = 53" that is not representative in CCPulse.

"For second question, agents do not dial, OCS does so getting that level of stats you ask is non-sense...please check OCS call flow and documentation" - What about in PREVIEW Mode?

Thanks

[cavagnaro]

I think that is Wrong Party, not Wrong Number
About Preview or any dialing mode, the result you want is the calling list result, what would matter if an agent detected an Answer Machine or not? On agent side you want to measure his working time, average call time, number of calls done, etc. Now if you want that detail then it is an administrative result, what you can do is to use an additional field on the calling lists and then add there the agent_id (Not sure if on preview that already existing field is always filled no matter the call_result) so you can have it always on your calling list and then exploit the data.
If you want it on real time then you can use it as KVP maybe and then create filters about the call but will not be an out of the box templates and filters and not 100% sure it will work as the call might be already released and be on ACW for example when updating the call_result.

[Steve]

If you want "Wrong Number" to show in the call results, you have to get your agents to put it there from the dropdown list in their desktop application.

Wrong number means that the intended person cannot be reached at the number dialled. Maybe they have moved house or changed job.  The dialler can't detect this, it only sees a call being answered it has no idea who actually answered it or if that is the right person.