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Courtesy Callback & Reporting Impacts on Wait Time/Average Speed of Answer

Hello,

 

With CVP Courtesy callback, if a caller selects to be called back and then hangs up, will that period of time be also considered in the Skill Group's wait times and average speed of answer?  Or is wait time only considered when the caller is physically waiting on the phone?

 

Thanks,

 

Mike

1 ACCEPTED SOLUTION

Accepted Solutions

Mike,The caller is still

Mike,

The caller is still considered "queued" for the duration. The CVP app that does the callback is run as a non-interruptable script, and keeps the ICM call active until the decision is made to call back the caller. ICM does not see this as any different from a regular queued call.

-Jameson

-Jameson
1 REPLY

Mike,The caller is still

Mike,

The caller is still considered "queued" for the duration. The CVP app that does the callback is run as a non-interruptable script, and keeps the ICM call active until the decision is made to call back the caller. ICM does not see this as any different from a regular queued call.

-Jameson

-Jameson
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