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Scheduled callbacks in Contact Center 8

Dec 09, 2014 07:27 AM PST
Maurice Oakley
Planned Parenthood
Hello all we recently activated scheduled callbacks it works great and callers are happy they now have that option. However our abandoned rate has alsmost doubled. is there a way to prevent this from happening? please help
Dec 09, 2014 07:43 AM PST
Open Office
Communications Resources Incorporated aka CRI
Where are you seeing the abandoned calls reported? Real-time or historical reports? I know in ECC 7, scheduled callbacks appeared in reports as abandoned calls. This was corrected in 9 but I don't remember how 8 reports on scheduled callbacks.
Dec 10, 2014 06:49 AM PST
Maurice Oakley
Planned Parenthood
Edna thanks for your reply this is in contact center 8 and these are historical reports.

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