Make A Call Abandoned

[Muhammed Ashiq]

Hi,

We have a solution where customer is offered a call back at a later time, during the queue. when customer accepts this we will release the call from ICM script. CallType report showing this calls in Return release field. Is there any way we can change this to answered or abandoned call to adjust the SLA ?

(UCCE 11.6 with CVP 11.6)

[bill.king1]

Are you using Cisco Courtesy Callback or your own solution? And setting a new call type (like Callback accepted) for these calls that accept the callback option doesn't give you what you need?

[Muhammed Ashiq]

Using Own solution.

If we are requalifying the call type, For the original call type these call will be available in 'overflow out' right. SLA is calculated as (SLCallAnswered)/(SLCallOffered-SLCallAband) or according to Service level Type.

so These calls will be counted in SLCallOffered only and not in SLCallAnswered,SLCallAband. This is to be fixed.

[bill.king1]

I would imagine your only options are to only offer callbacks pre queue (like when you see a queue) or to do custom reporting to account for the callback chosen call types. The first one may be the way to go anyway, as this way you can proactively offer it to a person, since why make them wait if you know there's already calls in queue.