The value of Courtesy Callback is that callers no longer have to sit on the phone and wait in queue.
So, how do we subtract that off-phone wait time from the AnswerWaitTime (say in the Call_Type_Interval table) within CUIC and show our customers?
I believe it would be subtracting the corresponding data from the CVP CallbackHistorical Report (Queue Entry Time - Queue Leave Date and Time). Is this data available in the UCCE Database directly somehow as it would not be possible to create a CUIC report across two Data Sources that I know of. Furthermore, this would require reporting against the TCD table, which we do not want to expose reporting against this table to customers.
Ideas? Suggestions?
