HowTo - MCC - Subtract Junk contacts from Completed statistic

PROBLEM

You are tracking your Multimedia Contact Center statistics, and notice that emails or SMS that were Junked by an agent are counted as Handled and Completed.

RESOLUTION

You can configure the system to exclude Junked emails from the Handled and Completed counts.

1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.exe file. 
2. Fill in a line with the following details:

• Application Name: Leave this blank.
• SectionGroup:  prairieFyre.BAL.DataAnalysis.Properties.Settings
• Name:  SubtractJunkEmailStatsFromCompletedStats
• Value: 1
• NOTE: Valid values are: 1 (Enabled), or 0 (Disabled)
• Description: Add a note explaining who is maiking this change, or why it is being made.
• NOTE: You must enter something in the Description field in order to save.

3. Click Save.  It can take a minute or two to fully save, so ensure you wait until the confirmation screen pops up.

APPLIES TO

MCC 7.X and newer