system : UCCE 7.0.2, CVP 7.2.5
my customer compalined from the work flow of agent campains; that the system reserved the agents and then connect him/her with customer ,but some times the customer is busy or not available ,so the customer note is why the system reserve the agent if the call don't complete successfully ,and his questionis : can the system reserve the agent just in case the customer is available ,otherwise drop the call to keep the agent free fro next succesful calls??
I'm personally answered him that the logic of agent campain work flow is :reservation and then dialing to customer and we can't do what you want.Am I right or there is workaround for that?
your help is highly appreciated,