CCM Reports 1

[spamfree]

Hi, all.
On CCM reports there's details for abandoned calls as wells as rejected calls.
What does the term 'rejected calls' refer to in relation to the ACD group in question?


Thanks.

 

[kings1]

Hi,

Rejected calls are calls which are not answered by an ACD member and are deflected to another position.

Kings

 

[mdfan]

Is deflection used in CCM terms ; thought that was a CTI term.....

 

[kings1]

Correction an my first answer.

Rejected calls refers to calls that receive congestion due to different reasons such as agents are Not Ready or queue not available (queue full). This can be avoided by defining an Overflow destination for the ACD group.

Hope this is a better explaination.

Kings