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TASKE Support Knowledge Base

Summary

Contact centers reporting on DNIS (Dialed Number Identification Service) information with TASKE applications will use the DNIS by Interval and Queue by DNIS reports. Those using these reports will notice differences in the number of calls offered and the time to answer (TTA) calls. These differences are intentional and are based on the differing perspectives these reports take on calls entering the business. Continue with the remainder of this article for an explanation of the differences between these reports.

Issue

The number of calls offered is lower and and the TTA is shorter for Queue by DNIS reports than for DNIS by Interval reports.

Reason

Differences between the DNIS by Interval and Queue by DNIS reports lie in the ACD status of calls.

The DNIS by Interval report includes both ACD and non-ACD calls with DNIS information. The TTA for a call in the DNIS by Interval report begins when the call connects with a trunk and ends when the call is answered.

Conversely, the Queue by DNIS report only includes ACD calls with DNIS information. The TTA for a call in the Queue by DNIS report begins when the call enters the queue and ends when the call is answered.

Using this explanation the differences between the DNIS by Interval and Queue by DNIS reports make sense. The number of calls offered is lower for the Queue by DNIS report because it only includes ACD calls with DNIS information and the TTA is shorter because the TTA for calls in the Queue by DNIS report does not begin until calls enter a queue.


Applies to:

Telephone Systems:

  • All

Tags:

DNISqueue

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