Mitel Call back requeues

[pagthe09]

I am sorry if this has been asked before, I did a quick search but didn't find the exact answers I am looking for.

Background:  I just moved into my current role managing our contact center about 2 months ago.  We use Mitel Ignite v9.3.1 and MiCollab v7.3 for our phone systems.  We currently do not have a resident Mitel expert in our IT/Telecom team.  Our phone system was installed a few years back and our previous Mitel expert has since left.  My predecessor picked up what he could by trial and error.   

We currently are having trouble getting an explanation for some of our callback reason codes.  We have the basic Mitel definitions, but we cannot get a clear explanation as to what would cause a callback to be statused as "Requeued-By and Agent" vs "Rejected by agent" Vs "agent did not answer". 

Any help would be great. 

[TroyDavis]

Assuming you are using a copy of or modified version of Outbound voice callback subroutine. When the agent gets the call back requested they are presented with five option. 1 - play the message, 2 - call the person back, 3 - requeue the callback request, 4- reject the callback request and 5 - to replay. 

[mitelrvtd]

Our partner customized those options so the agents would only hear the options we wanted them to like I think we only have them hear option 2 to connect the call.

[TroyDavis]

Access to requeue and reject a call back can be done in the Ignite and Contact center client. Run a report "Callback Queue Group Performance By Agent"  see who rejected and requeue the calls and review what they have access to. Or talk to the user directly and ask.

Callback Queue Group Performance By Agent                        
                        
11/18/2021 - 11/18/2021                        
Created on 11/18/2021 12:17:12 PM by tdavis                        
                        
Agent ID   Callbacks presented   Callbacks answered   Callbacks handled   Handling time (hh:mm:ss)   Average handling time (hh:mm:ss)   Callbacks requeued by agent   Callbacks rejected by agent   
5913   2   2   2   00:00:00   00:00:00   0   0   
5944   1   1   1   00:00:00   00:00:00   0   0   
5946   1   1   1   00:00:00   00:00:00   0   0   
5942   1   1   1   00:00:00   00:00:00   0   0   
5961   2   2   0   00:00:00   00:00:00  2   0   
5911   1   1   1   00:00:00   00:00:00   0   0   
5941   1   1   1   00:00:37   00:00:37   0   0