Using Responder
Analyze Call(s)
| Responder Overview > Calls > Analyze Call(s) |
Version: 10.1 |
Available in Responder Explorer.
If your administrator has implemented the enhanced Prediction Engine, all customer calls will be held for a configurable amount of time before they are processed. Calls, both processed and unprocessed, are displayed on the Calls tab. You can use the Analyze Call(s) tool to send a call to the Prediction Engine for processing before its wait time has expired.
On the Calls tab, right-click an unprocessed call and select Analyze Call(s). Use the filter to show only unprocessed calls. Unprocessed calls have no value in the Incident ID field.
Responder sends the call to the Prediction Engine for processing. If an upstream incident exists, the call is assigned to it. If no upstream incident exists, a new one is created and the call assigned to it.
