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  • 1.  Agent CallBacks

    Posted 05-24-2018 22:20
    Good night Community!

    Actually, the client contact center agents did not know when a receive call is a callback. It is possible to know that in Interaction Scripter, to be able to to show them a message in a HTML tag: "This contact is a callback" ?
    I tried to use IS_Attr_Status = 'S' || 'R' || 'T' || 'O' but when a Dialer Callbacks the contact it changes this status to 'I' and lose the callback traceability.

    Thanks for all!

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    William Martín Chávez González
    Global Networks Solutions S.A.
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  • 2.  RE: Agent CallBacks

    Posted 05-25-2018 02:01
    Hi,

    You can resolve this issue by adding additionals colums to the contact list.   When you disposition the record as callback you fill these columns with the last wrapup code and planned callback timestamp.   This will help you also to verify if the callback was presented on the correct time.

    Hope this helps.

    Michael Sourbron
    CALLEXCELL

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    MICHAEL SOURBRON
    Call Excel
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