Dialogue Routing

Introduction

The Dialogue Routing diagram displays in one quick view the incoming dialogues en the outgoing routes per UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers..

 

Dialogue

The icon displays the type of dialogue, the number next to it displays the number of times the dialogue is used.

Item

Description

UCC (Grey)

The UCC on which the Conversation started.

SkillChosen / SkillChanged (Blue)

Skill was selected or changed

Accepted (Green)

Agent picked up the conversation

Transferred (Grey)

A transfer took place

Ended (Red)

Conversation was ended

 

Parameters

With parameters it is possible to filter the record. Below are the parameters available for this Report:

Parameter

Description

Language

Select the language for the reports. More languages can be installed in the Language.rdl report.

UCC

Filter on UCC. Select UCC through a check box.

Starttime

Display all records on and after this date.

Endtime

Display all record before this date.

Service Level Quickdrop (Seconds)

Changes the threshold for the Quick Drops

Dialogue

Filter on the Dialogue Type

  • Inbound
  • Outbound
  • Direct

Type

Filter on the Conversation Type:

  • Accepted
  • Forwarded
  • Missed
  • NoContact
  • NoSkill
  • Overflow
  • QuickDrop
  • Prompt
  • Voicemail

Modality

Filter on the Modality Type:

Businesshours

Filter dialogue on Businesshours:

  • Show all
  • Show inside businesshours
  • Show outside businesshours