CCX Script - Call Redirect show as Abandoned on CUIC Reports

[Thomas Earley]

Hello Team,

In a CCX script I am trying to classify all of my "Call Redirect" steps as "Dequeue" so that my CUIC report does not show these as abandoned but rather Dequeued.  Attached please see snippet from script.

Thank you,

Tom

[Chakshu Piplani]

Is the call going into the queue through select resource and then you are trying to mark it as dequeue ?

I don't see the "set contact info" step for marking the call as  dequeued in the snippet.

Can you try putting that and test?

If that does not work, please attach the complete script.

Regards,

Chakshu

[Thomas Earley]

Hello Chakshu,

I have added the "set contact info" to the script.  Does this look correct? Will this change mark these as "dequeued" in CUIC reports.

Thanks

Tom

[Chakshu Piplani · Accepted solution]

Looks fine under the select resource step.

But you should be placing the set contact info handled in successful branch under call redirect step.

[Thomas Earley]

That worked - thank you Chakshu!