UCCX Callback- How to report on calls that were successful or not

[iverson.justin]

UCCX Callback- How to report on calls that were successful or not

We have callers stating they left their call back number and recording but did not receive a call back

[david.macias · Accepted solution]

There's really no way unless you have some QM solution that's recording calls. The system can't detect a live human vs an answering machine. Now, if you're asking can you detect that an agent didn't initiate the callback, you should be able to set some reporting on the callback script to show that the agent chose not to dial the customer.

david