Courtesy Callback & Reporting Impacts on Wait Time/Average Speed of Answer

[Michael Miu]

Hello,

With CVP Courtesy callback, if a caller selects to be called back and then hangs up, will that period of time be also considered in the Skill Group's wait times and average speed of answer?  Or is wait time only considered when the caller is physically waiting on the phone?

Thanks,

Mike

[Jameson Gagnepain · Accepted solution]

Mike,

The caller is still considered "queued" for the duration. The CVP app that does the callback is run as a non-interruptable script, and keeps the ICM call active until the decision is made to call back the caller. ICM does not see this as any different from a regular queued call.

-Jameson

[Mr Brightside]

Reviving an old post.

I wonder if there is a way to work around this, i.e. to differentiate this call flow somehow so ICM does not consider this callback as a regular same queue call that would obviously be not answered in timely manner and spend some longer time in queue, hence reflecting this on the reporting stats for this particular queue the call arrived at.

[Sole Tionz]

Has a solution or response been created for this suggestion?