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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: hsujdik on December 15, 2021, 12:09:21 AM

Title: OCS - Pre-dial Validation and Hit Ratio
Post by: hsujdik on December 15, 2021, 12:09:21 AM

Hi all,

I have implemented a pre-dial validation for OCS as per https://docs.genesys.com/Documentation/OU/latest/Dep/PreDialValidation

For the calls that I don't want to be called at that time, I have set the Call Result (GSW_CALL_RESULT) to 52 ("Cancel Record").

This works fine. However, it impacts decreasing the Hit Ratio.

Is there any way to set specific call results to not interfere in the Hit Ratio? Or, is there a specific call result that is not counted towards the Hit Ratio calculation?


Thanks in advance.