CMS "Flow In" What type of calls are these? 1

[Toni269]

I have the definition for CMS "Flow In" calls but need clarification.

Would a RONA call be a "Flow In"?
How about if you had a vector that checks the skill after certain time and routes the call to the skill, is that a "Flow In" or a new ACD call?

Just wondering what types of calls count in the "Flow In" category.

Thanks!

 

[SBL110]

I'm no expert when it comes to ACD stuff, but I remember coming across "flow in" from one of the Avaya guides. Here's what I found:

From Avaya's Communication Manager Call Center Software ACD Guide.

The total number of calls for a specific split that were received as a coverage point (intraflowed) from another
internally-measured split, or were call-forwarded (interflowed) to the split. This does not include calls that were interflowed from a remote switch by the Look Ahead.

Hope this helps.

Scott

 

[Toni269]

Scott, thanks I have the definition, just looking for types of actual calls that would count in this field.

 

[avayafreakje]

a flow out or flow in happens if a call routes through another vector. I.e. rona is a flow out because if you administer a rona vdn on the huntgroup form it will route to a vector.

 

[Toni269]

Thanks freak,

Toni