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Courtesy Callback diag help

John.McCartney1
Level 1
Level 1

Can someone tell me what the "Retry" field means or is telling me in the attached picture? What does false mean? What about attemp1 ewt=47 reason=noresponse?

Our ContactCenter admin set it up and is no longer here and I'm trying to understand Courtesy Callback a little more. Thanks.

2 Replies 2

Mark Swanson
Level 4
Level 4

Retry basically means IF the first callback attempt was unsuccessful, then [True] the system conducts another callback attempt or [False] the system doesn't conduct another callback attempt which then, ends the callback event.

As for "attemp1 ewt=47 reason=noresponse"...

attemp1 stands for Attempt #1

ewt=47 stands for Estimated Wait Time = 47sec (unlikely 47min but that depends on your call volume, how you handle callbacks over queued calls and how many agents answer calls).

reason=noresponse, which is kinda self explanatory... a callback attempt was conducted but no one answered (no response). The callback attempt likely went to voicemail and perhaps you guys play a prompt, "please press any key to accept this callback request". Obviously, the voicemail system doesn't respond so the callback service fails due to - no response.

v/r,

Mark

Thanks for the explanation Mark, sorry for the long delay in response, I was on vacation.