I think the closest you could get is something like the following, if we don't want any agent intervention:
1. Have a designated wrap up code for this scenario, like "Customer Error".
2. Define a Column called like "LastWrapCode" and Ensure you have a User defined column for contact ID. This also assumes that the user defined column for contact ID is the Unique Identifer Column as well.
3. Utilize a Wrap up rule to update the LastWrapCode column with Customer Error and schedule a callback for 1 minute from now.
4. Utilize a Pre-call Data Action that uses the /api/v2/analytics/conversations/details/query, with a filtered search for the outboundContactId = ContactID. This could retrieve the last agent that spoke with the caller. Then, you could add this ID onto the call as a skill and ensure all agents have a skill with their user ID.
Not the prettiest solution, but it would work. Agents would have all the customer's information for them and the call would be auto scheduled back.
Alternatively, agents just utilize the scheduled callback button on their interface and schedule a callback one minute from now. If they "take ownership" of the callback, it will route back to them. This would be the easiest way to do it.
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Peter Stoltenberg
Avtex Solutions, LLC
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Original Message:
Sent: 02-23-2022 02:59
From: Carlos Correia
Subject: Dial a customer back within an outbound interaction
Hi everyone,
A customer of mine is facing the following scenario:
An agent is in connection with a customer within an outbound interaction. The call drops (for example because the customer entered a tunnel, or whatever), and the agent wants do dial the customer back immediately and keep the context of the current script.
Is there any way to achieve this? meaning call a customer back and keep the conversation context (and script)?
Thank you in advance.
Regards,
#ConnectwithaCustomer(NEW)
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Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda
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