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.
Solved! Go to Solution.
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
Hope this Helps
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