UCCX - Using Dequeue step after a Call Redirect step
Do I need to use Dequeue step after a successful Call Redirect step?
Basically, I am queueing the call and collecting the estimated wait time. IF wait time is more than certain parameter (3 mins in this case), giving caller an option to leave a voicemail. If menu option to leave a voicemail is picked, I am redirecting this call to voicemail.
1) is Dequeue step required?
2) how do i get a report that tells me the total number of calls that were redirected/transferred to voicemail?
Currently, I have this working with Dequeue step but the historical report "CSQ Activity" shows 0 calls being dequeued.
When the Call Redirect step results in True the call automatically get's Dequeued so no you want see a proper Dequeue in the reports you are trying to look for..in the case of transferring to VM..you pretty much "know" the result is going to be Successful, so I would Dequeue the Call Before the Call Redirect step so you don't get an Abandoned Call in the Reports and of course you'll see the dequeue..
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