I am currently running Axxess 10.x with Contact Center Suite. We are setting up a new department in our call center that has 6 teams. Each team has hunt groups assigned to them for specific calls. We have secondary hunt groups set up to overflow calls when volume is high. When I run reports, the overflow calls are being counted twice (once in the original group, and once in the overflow group). Our Service Level is set at 60 seconds, and calls overflow to secondary groups at 30 seconds. If the call overflows, I can still be within service level as long as the agent in the secondary group answers the call within 30 seconds. When the call overflows from one group to the next, the orignal group takes a hit on service level because the call was not answered, and the 60 second clock starts over when the call goes to the secondary group. I need to be able to overflow the call to another group, have it only count as 1 call in reporting, and reflect the true service level percentage. I believe disabling Call Segmentation for the groups and running reports by trunk instead of by device will fix this. Anyone have an opinion? If this is indeed my only solution to this problem, is there a downside to disabling Call Segmentation? Thanks in advance.
