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Former Member
Jun 24, 2015 at 09:04 AM

Any solution on how to handle Abandoned calls


Hi Experts ,

We have a requirement to attend all the incoming communication .

To address this we have implemented the call back functionality which takes the call back request once customer action on the IVR option and system triggers the outbound call based on the agents availability and connects to customer , however incase if the customer doesnt action on the IVR or disconnect the call while connecting to the Agents , system displays the abandoned calls in the Contact view summary .

Is there any solution available to trigger to trigger outbound call automatically or option to manager or supervisor to assign these abandoned call to agents .

Satish Bondu