#InteractionAttendant#Reporting/AnalyticsHi all,
I'd like you to ask for advice how to report abandonned calls.
IVR tree is configured in Attendant and one is simple. Select IVR choice and transfer interaction to worgroup queue.
After caller selected IVR choice in CallDataEntry node, interaction is redirected to Selection node. There, based on selected IVR choice, interaction is transferred to worgroup queue.
Mapping IVR to Workgroup Queue is following:
IVR nr.1 -> Backoffice
IVR nr.2 -> Frontoffice
IVR nr.3 -> Frontoffice/Skill=English
For abandoned call I use Queue Summary and Detail report (column --ABD--), but do not know how to report abandonned calls for IVR nr.3. Where interactions are transferred to the same workgroup queue as in case IVR nr.2, but agent should have skill "English".
Can you recommend how to separate abandonned call for IVR choice nr.3 from ones for IVR choice nr.2?
Thank you for help
Best regards
Pavel
#Reporting/Analytics#Routing(ACD/IVR)------------------------------
Pavel Broska
Alcasys Slovakia a.s
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