Consider the call types you need to create to meet your reporting needs and configure a separate call type for each type of call treatment that you want to offer.
Based on the deployment model, scripting, queuing, and on whether or not calls are translation-routed, you can define call types to:
Provide enterprise-wide routing statistics for the call center, such as the number of calls to be routed to different peripherals or the number of calls that encounter routing errors.
Group calls to report on certain types of activity that occur within the contact center. For example, you might create separate call types for calls that redirect on no answer or calls that are transferred to another agent.
Report on statistics for a self-service CVP application.
Do you want to configure a separate call type associated with call transfers and conferences?
Doing so enables you to direct the transfer to a different routing script.
Do you plan to report on individual transactions within Network CVP Self-Service or Information Gathering applications?
If so, you might configure a separate call type for each transaction.
Do you want to separate Information Gathering CVP metrics from queue metrics?
If so, you might configure a separate call type for queuing.
Do you want to configure a separate call type associated with RONA situations?
This enables you to direct calls that Ring No Answer to a routing script designed for this situation and to report on this Redirection on No Answer call type to see how calls that redirect on no answer are eventually handled.
Do you want to configure a separate call type associated with the Supervisor and Emergency Assist script for each agent team?
This enables you to direct the assistance request to the Supervisor and Emergency Assist routing script which can assign the request to the primary or secondary supervisor for that agent's team. You can use Call Type reports to view data for supervisor assistance calls.
Do you want to determine the Service Level for call types?
Service Level indicates how well you are meeting your goal for answering calls.
You can configure the Service Level setting individually for each call type or set a global Service Level for all call types.
Do you want to configure abandoned short calls to filter out calls that abandon very quickly?
If you want to use abandoned short calls, configure the call type Abandon Wait Time in Configuration Manager. Calls that abandon within the Abandon Wait Time are reported as short calls.
If you do not want to use abandoned short calls, leave the Abandon Wait Time field blank.
Do you want to define "bucket intervals" for reporting on answered and abandoned calls for the call type?
These "bucket intervals" appear in call type reports that display the number of calls answered and abandoned for each interval and are useful for monitoring when calls are abandoning or being answered.