Track Escape metric in Broadsoft Call Center
I am wondering if Akixi can track the "escape" function from a Broadworks call center. An escape is when the caller dials the configured escape digits while in the queue and get transferred outside the call center. There is a separate XSI An ACDCallEscapedEvent that Broadworks generates. I would like the the escape field to show up in call center reports like wallboard to see how many people have chosen the escape function. Escape should not show up in overflow or abandon metric either. Please let me know if you have any other questions.
1
vote
Craig Kellett
shared this idea