Call Event Filter
Admins can select any call event based on the requirement as shown below, parameters in the call event are:
| Parameters | Description |
|---|---|
| Agent Dials | Agent Dials are the total number of calls dialed to the agent. |
| Customer Dials | It is the total number of calls dialed to customers. |
| Call drop in IVR | Interactive Voice Response (IVR) is a system that plays prompts to the caller before connecting them to an agent. If the call is disconnected by the system or manually by the caller at this stage, it is referred to as a Call Drop in the IVR. |
| Dial out | This is the total number of Dial-out calls. This occurs as a fallback event when agents are not available, and callers are in a queue. |
| Disconnect | Disconnect = Total calls - (Total Calls in Queue and Total Disconnect calls)-Totalansweredcalls. |
| IVR disconnect | Interactive Voice Response (IVR) is a system that plays prompts to the caller before connecting them to an agent. An IVR disconnect occurs when the caller presses a key for information that can be provided by the IVR and does not require connecting to an agent, such as an order status. The caller will then hear the information provided by the IVR and disconnect the call. |
| Queue | When a call is waiting in a queue to be answered but has not been answered yet, it is called an unanswered call. This typically happens when there are no available agents to take the call/interaction. |
| Feedback | Opinions or evaluations provided by the customer regarding their interaction with the agents. |
| IVR Transfers | If a call is transferred within the IVR system, this will indicate the type of transfer (e.g., skill-based, agent-based, or phone transfer) and the number to which it was transferred. |
| No Campaign | If no campaign is selected as a regulator, then all the campaigns report will be generated. |
| Skill Transfers | The call is transferred to another skill required to assist the customer. Any agent available in the skill can receive the call. |
| Voice Mail: | A voicemail is an electronically stored voice message that is left by the customer to be retrieved later by the intended agent. |
Updated 5 months ago