0 Replies Latest reply: Oct 13, 2017 12:50 PM by jasondurie RSS

Courtesy Callback Reporting - Subtracting time caller is not in queue


The value of Courtesy Callback is that callers no longer have to sit on the phone and wait in queue.


So, how do we subtract that off-phone wait time from the AnswerWaitTime (say in the Call_Type_Interval table) within CUIC and show our customers?


I believe it would be subtracting the corresponding data from the CVP CallbackHistorical Report  (Queue Entry Time - Queue Leave Date and Time).  Is this data available in the UCCE Database directly somehow as it would not be possible to create a CUIC report across two Data Sources that I know of.  Furthermore, this would require reporting against the TCD table, which we do not want to expose reporting against this table to customers.


Ideas? Suggestions?