[cisco-voip] UCCX 8.5x. - Total Unique Calls Presented -To see how many callers are actually utilizing the call back Feature

[Anthony Holloway]

What is LMG?

The problem is, you cannot mark a contact as handled manually at the ACD
level, only at the IVR level.  So, depending on the report you run, it
might say handled (app reports) or it might say dequeued (csq reports).

Use one of the 10 custom reporting fields to insert meta data about the
call, and then you can run the Custom Call Variable report to see who has
been selecting the callback option.

Alternatively, since this whole callback things was pre API's, you can now
just inset call back requests into an existing "always on" callback
campaign, and your Agents will receive it as an actual outbound call and
not a CTI Port to CTI Port to Redirect call.

On Fri, Mar 27, 2015 at 10:39 AM Max Harmony <bmaxim88 at gmail.com> wrote:

> Anthony et 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.
>
> --
> Grace Maximuangu
>
> CloudPOP/InvictaCloud
> www.cloudpop.com
>
>  *“Go beyond your limits, push yourself, be the best you can be.*
> *Experience new cultures, broaden your horizons, stay connected.”*
>
>
>
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