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Prevent customers leaving multiple callback in the same queue

  • 1.  Prevent customers leaving multiple callback in the same queue

    Posted 02-25-2019 03:25
    Hi!

    Has anyone been able to prevent customers leaving multiple callback in the same queue? I haven't found a solution for this reading Purecloud documentation.
    #Implementation
    #Routing(ACD/IVR)

    ------------------------------
    Br

    Rami Mantere
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  • 2.  RE: Prevent customers leaving multiple callback in the same queue

    NEW MEMBER
    Posted 10 days ago
    Hello Rami!

    Did you ever get help on this? We have faced the same issue and are on the lookout how to solve it.

    ------------------------------
    Riitta Richard
    Advania Finland Oy
    ------------------------------



  • 3.  RE: Prevent customers leaving multiple callback in the same queue

    Top 25 Contributor
    Posted 9 days ago
    hello Ritta,

    I think this is doable if you implement some custom logic based on a data action that checks the number of call backs offered during a specific time interval then filter on the ANI and the Queue of your choice

    You could use the conversation aggregate API to count the number of call backs for the given ANI in a selected queue. It may require some tweaking and testing to get to the result that you are after but certainly possible to implement.

    GET /api/v2/analytics/conversations/aggregates/query

    {

     "interval": "2021-04-28T22:00:00.000Z/2021-04-29T22:00:00.000Z",

     "groupBy": [

      "queueId"

     ],

     "filter": {

      "type": "and",

      "predicates": [

       {

        "type": "dimension",

        "dimension": "ani",

        "operator": "matches",

        "value": "+49177123456789"

       },

       {

        "type": "dimension",

        "dimension": "mediaType",

        "operator": "matches",

        "value": "callback"

       },

       {

        "type": "dimension",

        "dimension": "queueId",

        "operator": "matches",

        "value": "784143ce-bee0-48f9-915b-e3332dfe0797"

       }

      ]

     },

     "views": [],

     "metrics": [

      "nConnected",

      "nOffered"

     ]

    }


    Hope this helps

    Regards

    ------------------------------
    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
    ------------------------------



  • 4.  RE: Prevent customers leaving multiple callback in the same queue

    NEW MEMBER
    Posted 9 days ago
    Thank you! I'll look into this with our developers. :)

    ------------------------------
    Riitta Richard
    Advania Finland Oy
    ------------------------------



  • 5.  RE: Prevent customers leaving multiple callback in the same queue

    Top 25 Contributor
    Posted 9 days ago

    Over on Engage Cloud, for every callback (CB) request we checked to see if the same ANI was already in the CB queue.If so, then we played a message of "Would you like to cancel your callback, and instead wait in queue? You will be placed further back in the queue if you cancel your CB request."  If they chose to do this, we cancelled the CB. Hardly anyone chose to wait in queue due to our message, and of course, no multiple CBs were allowed in the CB queue.

    Furthermore, we offered CB more than once. If the caller chose not to accept a CB on the first offer, we waited 5 minutes and offered again. If the hold times were extremely long (as they were for scheduling COVID-19 tests, then vaccinations) the caller would hear it every 5 minutes.  Hardly anyone declined all offers.

    I am in the process of looking at doing both of these on Pure Cloud.



    ------------------------------
    Kevin Brown
    Cognizant Technology Solutions

    I've been working and playing with Genesys since 1995
    Arizona, USA
    ------------------------------



  • 6.  RE: Prevent customers leaving multiple callback in the same queue

    Top 25 Contributor
    Posted 9 days ago
    And I should have mentioned that we submitted our code to Genesys to include it for "out of the box" callback functionality for Engage Cloud.

    ------------------------------
    Kevin Brown
    Cognizant Technology Solutions

    I've been working and playing with Genesys since 1995
    Arizona, USA
    ------------------------------