I am really hoping that someone can help me.
We have recently installed CISCO contact center into 2 call centres, one here and one in the US.
I am running reports and I am struggling to find some answers as to what the columns mean.
On webview, I am running a call type 22 for the call centre,
it shows me a return field and the numbers are quite high,
I looked at the detail and it says this equals return release + return ring + return busy.
I dont know the scenarios that would give me return ring, etc,,
can someone please help of advise,
any help would be gratefully accepted,,