Aspect Switch

[caneuman]

I am looking at a report package for Aspect, version 6.0 or 7.0--I have come across a term frequently used, and need an explanation. In Aspect jargon,
what is "CCT"?

An example of a phrase is:
Each time an incoming call is transferred or reaches a NEW Transaction CCT step, it is counted as another incoming call.

Any help is greatly appreciated!

[getgunner]

a CCT is a call control table. it enables you to create the route that a call takes after entering the Aspect Switch. press 1 for sales 2 for customer service etc.

It is designed in the Aspect Architect module, very easy to use drag and drop style GUI interface where you design a table for controlling the call.

The new step refers to when you want to count the call, in other words, a call arrives and it is counted as new transaction in the main menu CCT, then let us say that the customer selects a menu choice, let's say 'order', when they do it will re-route the call to another CCT, you have the new transaction step in this CCT to count this call as an order call. Theoretically, your main CCT transaction count should equal all of your other CCT counts combined if you set your tables correctly.

be very aware that the MAIN CCT is your total call count, it sometimes looks as though you have twice as many calls if you add all of the CCTs together in a report. you also have to be aware that in the abandoned settings, if you tell the switch not to count calls that abandon in the first ten seconds to be counted, your CCT count will be different than your handled call count.

hope I did not confuse you too much

[caneuman]

Thanks so much. I must say I much prefer the Rockwell Spectrum toAspect.