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  • 1.  Quality Policies for callbacks

    Posted 06-12-2024 17:31

    I'm having a hard time finding any documentation about callbacks in quality policies.

    Would callbacks be included if a policy is set up for incoming calls?


    Daniel Cross
    Bright Horizons Family Solutions LLC

  • 2.  RE: Quality Policies for callbacks
    Best Answer

    Posted 06-17-2024 01:16

    In all practical terms, the callback is a voice call in the other direction.  It should follow all the policies you have for voice calls unless you have some for inbound-only.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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