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Call Center Question

Hi,

     I have a call center script with multiple CSQs, sometimes the callers are reaching wrong CSQ but the agent is handling the caller as he already has the capability to do so, but in the reporting this call will be recorded on the wrong CSQ that is not actually related to it.

So how I can enable the agent to do something during or after talking to the caller to indicate the correct CSQ related to this call ?

I'm using UCCX 8.5.

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Call Center Question

Hi Ahmed,

You can create wrap-up data for this purpose.

Please refer the section "Wrap-up Data" from page 53 onwards in the below link,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

Hope this helps.

Anand

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