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Reporting: ACD Exceptions

CIC administrators can now enable tracking of ACD exceptions and use that data to help improve call center efficiency. Tracked exceptions include transfers, flow-ins, flow-outs, and abandons.

The administrator can enable tracking of ACD exceptions in the Interaction Tracker configuration in Interaction Administrator. Tracking is disabled, by default, but administrators are encouraged to use this option to identify bottlenecks in their call centers.

Administrators can choose to keep the data on the Data Purging tab.