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UCCX Call Back reporting


Regarding automatic call back functionality in UCCX 8.0-

Customer leaves his number and a short message and disconnects. We use PLACE CALL step to queue that call again in the queue to find an agent and then Redirect call step is used to make an outbound call to the customer. In this process, am not sure about the reporting aspects of it. Here are my questions-

  1. When customer disconnects after leaving his number and short message, how that call is tagged? Is it tagged as HANDLED call?
  2. During Place call step, does it requeue a fresh call altogether? That means, this is the 2nd call offered to that queue. Will there be two calls showing up in the reporting as "Calls Presented" for this one whole transaction
  3. Howz the outbound call is tagged in the reporting?

In nutshel, I want to understand the reporting counts of Calls presented, Calls Handled & Calls abandoned in the whole call back process?


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