I am working to create a report to capture callback avoidance. The 2 cases I'm trying to capture are agents who simply close the object without attempting to dial and those who do call, but allow an unacceptable time between callback assignment and dialing the call out.
I'm wondering if others have experience with this and what insight you might offer? I'm comparing ANIs, then comparing connected date/Time to establish the delay between assignment and call out, as well as capturing Callbacks that appear to have no outbound ANI Associated with them.
Any other feedback you have is appreciated.