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I've been trying to find the stats on how many times we played the wave file on connected calls (Live and Answering Machines).
We have scenarios where the system will dial the contact and will get the live person or answering machine but then no available agent... it's either the agent went on break or logged out then play the wave file and then end up abandoning the call.
Anybody can help me please.
Thanks in advance.
Yes, this is for dialer (Outbound Calls). I am not seeing in any ICBM/dialer Reports. Do you know in particular which one?
This is the configuration:
I've checked that type of report and it is only showing the wrap up codes but nothing in particular or specifically on the Hold Message. Abandon wrap up code will be there but will not show if it was because we played the Hold message and there was no available agent.
The way I monitor is on ICBM, see the status of calls in Queue... scenarios are:
>The called party answered the call but the agent is still in a call or no available agent because either they logged out or went on break.
Hold message will play because there was no agent.
Disposition will be Remote Disconnect ( because the called party hang up)
Or Disposition will be System Disconnect ( because after playing the hold message, the system hang up while the called party is still on the line)
With those scenarios.... whichever the disposition will be on the Reporting Stats but showing if the Hold Message was played or not... I am not sure where to find that.
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