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IPOCC Realtime questions

IPOCC Realtime questions

IPOCC Realtime questions

Hi all,

I regularly create realtime reports for my clients' supervisors and I used to using bar chart to display counters like the following ones:
- The number of calls per shift. (totNNewShift)
- The number of completed conversations or activated emails or chats per shift.(totNDoneShift)
- The abandoned calls per shift. (totNAbanShift)

But my problem is that these counters take into account all calls regardless the blocking period sets on the topic.
Exemple: On a topic open between 9am and 5pm. The counter displays calls received during opening hours but also calls received during non-working hours.

So I tried to use:
- The number of unanswered calls based on a dynamic calculation. (totNAbanDyn)
- The number of unanswered calls for an interval. (totNAbanInterv)
- The number of processed tasks during the period under consideration. (totNdoneInterv)

Here are my questions :
- What is dynamic calculation ? What is this based on ?
- Where can we set the interval ? In Configuration>System>Realtime Information default values> Calculating time periode ?

Actually I would like to increment these counters only during the plateform open hours.
Do you have any advice to do that ?


RE: IPOCC Realtime questions

You need to redesign, you shouldn't have opening hours in the same Topic as the queue.

Basically create a Topic that does all checks needed and have separate Topic for queuing calls.

"Trying is the first step to failure..." - Homer

RE: IPOCC Realtime questions

Hi Janni78,

Thank you so much for your super fast answer!!
I had thought of that but I was hoping there was another way!

RE: IPOCC Realtime questions

It makes everything easier for reporting as you want all you opening hours checks, IVRs, pre-announcements etc not to affect the time the customer spends queueing.
Also calls won't show up in realtime queue counter etc before they are actually queueing.

"Trying is the first step to failure..." - Homer

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