Call-By-Call - Dequeued From Skillsets reasons

[SympCP]

Does anyone know in what event CANCELLED would be used as a reason for Dequeued From Skillset??

Thanks!!!

 

[johnjose]

Hi,

In our cbc stats CANCELLED reason for Dequeued From Skillset event is connected with transferred calls.
An Call is answered by an Agent/skillset1, then transferred to CDN/script/skillset2.
The call is answered in skillset2 and then dequeued from skillset1 with REASON: CANCELLED...

johnjose

 

[ccastillo]

Do either of you know what the event code might be if the agent ended the call (i.e. agents hangs up on customer)?

Thanks In Advance,

 

[KillianK]

Hi CCastillo,

Call Terminated is local side and abandoned is remote side,

DNOutIntTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out internal calls, including hold time for this skillset.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Pegging: DNOutIntTalkTime is pegged against the previous answered skillset
that the agent took a call for. Where agent phonesets have multiple DN keys
configured, talk time can exceed 15 minutes (900 seconds) per interval. This
occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie

 

[KillianK]

Hi CCastillo,

Call Terminated is local side and abandoned is remote side,

Some other into

============================================================
DNOutIntTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out internal calls, including hold time for this skillset.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Pegging: DNOutIntTalkTime is pegged against the previous answered skillset
that the agent took a call for. Where agent phonesets have multiple DN keys
configured, talk time can exceed 15 minutes (900 seconds) per interval. This
occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie

 

[johnjose]

ccastillo,

If the agent ended the call then event 46 Local Call Released is reported.
I think there is no possibility to trace whether call was released by the agent or by the customer. Also dropped calls are reported the same way.

jj