BACKUPCALLS

최근 업데이트 : Aug 16, 2022 |

The BACKUPCALLS item is included in the following database tables:

Split/skill tables

The number of ACDCALLS that are delivered by a vector command other than “queue to” and answered by this split/skill plus the number of ACDCALLS that are delivered to this split/skill by a “queue to” vector command and answered by an agent who has either Reserve 1 or Reserve 2 skill levels assigned for this skill.

This allows tracking of calls that are answered by agents with a Reserve 1 or Reserve 2 skill level assigned for a particular skill. This includes calls delivered by messaging split/skill, check, route to split/skill or direct agent, and redirect on no answer vector routing. Calls that are redirected back to the split/skill from ringing by the redirect on no answer feature that are subsequently answered by an agent in the split/skill are counted as BACKUPCALLS. To calculate the number of calls that are answered in a main split/skill (MAINCALLS), subtract BACKUPCALLS from ACDCALLS. Note that this calculation does not include direct agent calls. The BACKUPCALLS item is available with the Vectoring feature.

This is a cumulative item.

Trunk group tables

The number of ACDCALLS that are delivered by a vector command other than “queue to” and answered by this split/skill plus the number of ACDCALLS that are delivered to this split/skill by a “queue to” vector command and answered by an agent who has either Reserve 1 or Reserve 2 skill levels assigned for this skill.

This allows tracking of calls that are answered by agents with a Reserve 1 or Reserve 2 skill level assigned for a particular skill. This includes calls delivered by messaging split/skill, check, route to split/skill or direct agent, and redirect on no answer vector routing. Calls that are redirected back to the split/skill from ringing by the redirect on no answer feature and are subsequently answered by an agent in the split/skill are counted as BACKUPCALLS. To calculate the number of calls that are answered in a main split/skill (MAINCALLS), subtract BACKUPCALLS from ACDCALLS. Note that this calculation does not include direct agent calls. The BACKUPCALLS item is available with the Vectoring feature.

This is a cumulative item.

Vector tables

The number of ACDCALLS that are delivered by a vector command other than “queue to” and answered by this split/skill plus the number of ACDCALLS that are delivered to this split/skill by a “queue to” vector command and answered by an agent who has either Reserve 1 or Reserve 2 skill levels assigned for this skill.

This allows tracking of calls that are answered by agents with a Reserve 1 or Reserve 2 skill level assigned for a particular skill. This includes calls delivered by messaging split/skill, check, route to split/skill or direct agent, and redirect on no answer vector routing. Calls that are redirected back to the split/skill from ringing by the redirect on no answer feature and are subsequently answered by an agent in the split/skill are counted as BACKUPCALLS. To calculate the number of calls that are answered in a main split/skill (MAINCALLS), subtract BACKUPCALLS from ACDCALLS. Note that this calculation does not include direct agent calls. The BACKUPCALLS item is available with the Vectoring feature.

This is a cumulative item.

VDN tables

The number of ACDCALLS that are delivered by a vector command other than “queue to” and answered by this split/skill plus the number of ACDCALLS that are delivered to this split/skill by a “queue to” vector command and answered by an agent who has either Reserve 1 or Reserve 2 skill levels assigned for this skill.

This allows tracking of calls that are answered by agents with a Reserve 1 or Reserve 2 skill level assigned for a particular skill. This includes calls delivered by messaging split/skill, check, route to split/skill or direct agent, and redirect on no answer vector routing. Calls and are redirected back to the split/skill from ringing by the redirect on no answer feature that are subsequently answered by an agent in the split/skill are counted as BACKUPCALLS. To calculate the number of calls that are answered in a main split/skill (MAINCALLS), subtract BACKUPCALLS from ACDCALLS. Note that this calculation does not include direct agent calls. The BACKUPCALLS item is available with the Vectoring feature.

This is a cumulative item.