I'm hoping for some help on Scheduled Callbacks and clicking on the "Callback Complete" button.
With our original roll-out, we instructed our Agents to click on "Callback Complete" in the callback window at the completion of the call. Time and time again, our agents are getting confused with having 2 active call interactions. They see the Conference Interaction and then they have to recognize the little green arrow and expand to see the second Inbound interaction. Then they get flustered because the can't put the customer on hold or transfer the Conference interaction.
I think the Genesys callback documentation is unclear on when the Callback Complete should be clicked:
"Click the Callback Complete button to indicate you reached the requester and completed the callback interaction."
I changed it up and now have instructed our Agents to click on "Callback Complete" as soon as they make contact with the customer. This disconnects the Conference Interaction and leave them with only a single inbound interaction, just like a regular call. This has eliminated all of the confusion with having 2 active interactions.
Here is my problem. When they click on Callback Complete, PureConnect places them in a Follow-up status, even though they are still connected with the customer on the other interaction.
This is causing my reports to under report talk time and over report follow-up time, because they are in Follow-up for the entire duration of the call.
Has anyone else encountered this? Any solutions to not have the user status change when clicking Callback Complete?
SECURIAN FINANCIAL NETWORK