Dialogue Cloud

Missed Calls Today

Note The setting WriteSummaryToSharePoint must be TRUE, to use this feature.

Purpose

In this list the missed calls of today are displayed.

This is the same list as the Call Summary list with an additional filter:

  • Accepted = False

  • StartTime = Today

It is possible to refine the filter.

 

Explanation per field

MissedCallsToday will be stored on SharePoint automatically together with some meta data:

Item

Description

StartTime

The date/time when the call is connected to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

Customer

The SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address of the Caller.

SkillChosen

The Skill required for answering the Call.

 

(Optional) Refine filter

MissedCallsToday is a SharePoint View. This can be altered with the following steps:

  1. Open the Missed Calls Todays list

  2. Open the tab Lists

  3. Select Modify View

  4. You can change the items under Filter

  5. When finish press Ok