Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

IVR/Schedule Callback views

  Thread closed by the administrator, not accepting new replies.

  • 1.  IVR/Schedule Callback views

    Posted 04-16-2018 12:28
    No replies, thread closed.

    Hi everyone.

     

    On our contact center, we have to distinguish the Callback types (IVR/Schedule) for each queue.

     

    For each queue views, where is it displayed:

    • Number of IVR callbacks that are currently waiting?
    • Total of IVR requests for callback for a time interval?

     

    For reporting:

    • Where is it displayed the number of IVR callbacks:
      • That were answered?
      • That were requested?
    • Where is it displayed the number of schedule callbacks?

     

    I tried to look to other community posts as well as on resource center but I could not find a specific answer for this.

     

    Thank you in advance.

     

    Best regards,
    Ana Laia



    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------


Related Content