Outbound call and Not Ready filter

[Nitu]

Hi All,

we have a set of Aux states  with different reason codes and one of which is Outbound call.when agent is placed in any of these Aux states---- Not Ready filters are fine.
But there is a possibility that agent will select Outbound call (aux) state and do an outbound dialing ..in that scenario the Outbound timer for not ready states is not reflecting as that goes into talk time.
once the call si released , the not ready stat is fine.

is there any way to capture the not ready reasoncode during outbound call or any alternative ...

Using custom desktop we are attaching the reasoncodes in TExtension attribute in the not ready event.
During dialing ..since it is call related there is no attribute to atatch the reason codes...

there should not be an impact in reporting.

Plz suggest.

[bcyk]

try if following method works for your case....

- set agent not ready (and whatsoever is attached)
- Attach new KV data (e.g., c_outbNR = campaginA) when making outbound call
- create filter in Stat Server
  e.g., OBCAMP_A_NREADY=PairExist("c_outbNR", "campaginA")
  ***filter is not required if no campaign level filtering requirement

- add new stat type field in CCPulse+ agent template
  => based on agent outbound call type: duration
  => add the filter to these field
  => modify the "outbound call duration" refresh rate if needed
  => arrange the new field besides "agent mode" column


- if required, repeat the similar procedure in DMA / CCA for historical reports

If you are not familiar to Genesys CCA/DM reporting module, consult you local IT Support or Genesys support; or check relevant Genesys reference manuals

[rs_shadow0000]

Predictive dialers automate the total outbound dialing process. Dramatically increase the efficiency of your agent team by eliminating the dead time between

_________________
[URL=http://www.inin.com]Call center software[/URL]

[cavagnaro]

[quote author=rs_shadow0000 link=topic=4352.msg20012#msg20012 date=1248436753]
Predictive dialers automate the total outbound dialing process. Dramatically increase the efficiency of your agent team by eliminating the dead time between

_________________
[URL=http://www.inin.com]Call center software[/URL]
[/quote]

Hum...yes, but sometimes it is necesary for agents to make manual outbound calls.