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  • 1.  Callbacks on timeline screen

    Posted 06-29-2017 09:03

    We have recently started to use Callbacks and I think the timeline is quite hard to follow.

     

    Should it be like this or is it a bug?

     

    timeline_callback



  • 2.  RE: Callbacks on timeline screen

    GENESYS
    Posted 06-29-2017 13:13

    Hello Tobias,

     

    Looking at this screenshot, I can see how it's hard to follow.

    Do you have any ideas of what improvements you'd like to see?

     

    We have a few ideas we're considering:

    1) Condensing the longer segments to shorten the conversation length

    2) Sorting the conversation chronologically, rather than by participant

    3) Condensing the communications for a participant to a single lane

     

    Thanks!



  • 3.  RE: Callbacks on timeline screen

    Posted 05-07-2021 17:23
    Hello,

    The Timeline for callbacks for me are just impossible to read.

    Has there been any more thought to sorting this in chronological order?

    Thanks,
    Marlene

    ------------------------------
    Marlene Mojica-Jensen
    Avtex Solutions, LLC
    ------------------------------



  • 4.  RE: Callbacks on timeline screen

    Posted 08-01-2017 12:49

    Hello Kelan,

     

    Please, can you explain for us step by step the evolution of the conversation based on the screenshot ?

     

    Thank you.



  • 5.  RE: Callbacks on timeline screen

    GENESYS
    Posted 08-07-2017 14:59

    Of course!

    What I am seeing is this:

    A customer called into the IVR (rows 1 & 3).

    That call was then routed to a queue (row 4).

    Next, the customer setup a callback (row 2) and the callback interaction is now waiting in the queue (row 5).

    So, those 2 long 'interaction' segments represent the 5 minute period of time that the callback was in the queue, waiting for an agent to be assigned to it.

    Later, an agent (Sussie) got assigned the interaction (row 7), accepted it and dialed the customer's number back (row 6).

    The customer's phone then starts ringing (row 1), and the customer and agent are now interacting (row 2 & 6).

     

     

     



  • 6.  RE: Callbacks on timeline screen

    Posted 08-07-2017 15:11

    Excellent ! So clear ...

    Thank you. I have many timelines that are too fuzzy to understand. I m trying to translate it in words like you based on your wonderful explanations. I may come back for help if needed.

     

    Thank you again



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