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Total Unique Calls Presented -To see how many callers are actually utilizing the call back Feature

GOLDEN4GOD
Beginner
Beginner

Hello All,

All calls come into the AA and are marked as presented, if the caller picks the call back feature, that call is then marked de-queued.  So right now, the call looks like it shows presented, dequeued, presented again and then handled so it is hard to tell how many true unique calls actually present to LMG. 

I am interested in having that call presented and marked as presented and then handled once the call is taken care of instead of the way it is set up now.

I am thinking to achieve this by creating a new CSQ "web callback" , has anyone ran into this issue and what other options would you consider

Would this new CSQ also allow better reporting to see how many callers are actually utilizing the call back feature.

1 Accepted Solution

Accepted Solutions

Creating a separate CSQ is the way to do it. Keep in mind that depending on your error handling, a single request could still generate more than one call into the CSQ. You would want to look at the CCDR table for the call ID or write the ImplementationID into one of the Enterprise Data variables that gets stored to the DBA to act as a UID. 

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1 Reply 1

Creating a separate CSQ is the way to do it. Keep in mind that depending on your error handling, a single request could still generate more than one call into the CSQ. You would want to look at the CCDR table for the call ID or write the ImplementationID into one of the Enterprise Data variables that gets stored to the DBA to act as a UID. 

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