Hi all,
I am quite stuck to get a report where the call answered needs ro be calculated when a call is moved out to another pq.
The scenario is that I have a courtesy callback setup with 2 pqs.
1st pq is the ivr where the calls land and if the agent is available the call is answered .However an ivr prompt is there after 18 secs to press 1 for callback which goes to pq2 and then call is transferred to cvp.
Now when the calls leaves the 1st ivr script without been answered .Im doing a cancel queuing to avoid the longest queue time in pq1 .
I want to calculate the call which goes to the pq2 script as an answered call.
Please help.
