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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Beginner

Queue call back adding calls to abandonment

We hace configured all our CSQs to have a Queue Call Back option. Unfortunately CUCI reporting is showing QCB calls as abandoned and double counting them as presented. Has anyone else had this issue. Our wall board now shows red for abandonment when actually customers have selected QCB which is a positive.

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VIP Advisor

Re: Queue call back adding calls to abandonment

There's not many Contact Dispositions for you to choose from, and dequeue is not one of them. I think it's appropriate to mark the customer leg as handled, because you offered them the callback. Then you can also mark the callback leg as handled (which happens automatically), when the Agent connects to the callback number. How you look at your dispositions is up to you though, there's no right or wrong way of doing it.

Anthony Holloway

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VIP Collaborator

Re: Queue call back adding calls to abandonment

Hi there 

Once the callback menu is hit, you can add a Dequeue and mark the call as handled. This marks the calls as handled instead of abandoned

 

dequeu.PNG

 

 

 

 

Hope this Helps

Cheers
Rath!
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Beginner

Re: Queue call back adding calls to abandonment

Thanks so much for the quick response. We don't count calls as handled unless we have successfully called the caller back. At this point all they've done is request a call back. If this is also registered as handled, we'd be double counting. Is there a dequeue option that doesn't mark as handled?


VIP Advisor

Re: Queue call back adding calls to abandonment

There's not many Contact Dispositions for you to choose from, and dequeue is not one of them. I think it's appropriate to mark the customer leg as handled, because you offered them the callback. Then you can also mark the callback leg as handled (which happens automatically), when the Agent connects to the callback number. How you look at your dispositions is up to you though, there's no right or wrong way of doing it.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
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