What causes calls to be flagged as ambiguous in Interaction Dialer?
Typically there are several causes: • The Agent does not provide a finish code for the call (or are unable to do so because of the script) • The agent is logged out of the campaign because of network connectivity issues. In other words, if the client loses connectivity and is logged out of the campaign then only the current call the agent is on will be flagged as ambiguous. • If the agent logs out without dispositioning the call then only the last call the agent was on will be marked as ambiguous. • Interaction Dialer is behaving correctly in this instance. If the agent does not provide a finish code, the calls will be flagged as ambiguous. • Troubleshoot the network connectivity problems. • Have the agents exit the client correctly which includes the following: • Agents should disposition the current call before logging out of the campaign. • The disposition process includes sending the appropriate reason and finish code to the server via the various IS_Action which are available.
