Thanks for your quick response, could this be as easy as using custom mappings of Report Log configuration?
Original Message:
Sent: 10-02-2020 10:28
From: Trent Vance
Subject: Callback
I don't have this 100% working, but it has been a pet project of mine to work on during all my free time. ;-)
But I have been utilizing the Eic_Callback* attributes (found in the Attribute Reference Guide) and logging their values along with their CallIDKeys to the Eic_CustomAttributes DB table.
From there, I'm hopeful to tie interactions together via Power BI and DB queries. This way, I can avoid any sort of messy handlers, IceLib/ICWS, and it should smooth out future upgrades. Hopefully.
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Trent Vance
Avtex Solutions, LLC
Original Message:
Sent: 10-02-2020 09:25
From: Pete Schroeder
Subject: Callback
Hey Trent!
While I was aware & understand the routing/queuing features of CallBacks, the reporting information is EXACTLY what I have been looking for quite some time!! Thank You!
On my "To Do" list is to capture Eic_CallbackAssociatedCallId and insert into CallDetail table (sorry for the 3.0 DB terminology) in one of the custom attributes to identify outbound calls driven by "CallBack" interactions. Reading your post, I should anticipate the need to tie the inbound call, to the callback interaction.
Would you (or anyone following this thread) who have done this, be willing to share a snippet of your code or at least an outline of what they did.
I would greatly appreciate it!!
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Pete Schroeder
American Customer Care, Inc
pschroeder@accare.com
Original Message:
Sent: 10-02-2020 09:03
From: Trent Vance
Subject: Callback
Tim is correct it can be requeued with a different skillset. And Paul is correct in that how you setup the callback matters. And there are really 2 different ways to setup a callback:
Scenario01: The Call Morph Scenario
A call comes into the IVR and is routed to an ACD queue. In a queue menu, the caller opts to leave a callback. The call remains in queue and morphs into a callback with the same properties. In this case, the callback retains it's place in line, properties, skills, etc (unless you strip skills away via the inqueue menu separately). Be careful with the data in this scenario. In this scenario, the reporting data will show 1 nEnteredACD for the call, and 1nAnsweredACD for the callback. The Call itself will never show answered and the callback itself will never show entered. So the numbers will appear off for media-type reporting.
Scenario02: The FlowOut Scenario
A call come sinto the IVR and is routed to an ACD queue. In a queue menu, the caller opts to leave a callback. In the IVR, you will create a setup where the call will hit another node, flowing the call out of Queue01, creating the callback, and flowing the callback into Queue02. In this case, the callback will not retain it's place in line. However, it will give an admin the ability to strip skills, alter priority, etc. But in this scenario the data on the media-type reports will look much, much cleaner. It will show you have 1 nEnteredACD and 1nFlowOutACD for the call. And it will show you have 1 nEnteredACD and 1nAnsweredACD for the callback.
Also note that no matter which scenario you choose to implement, there are no OOB reports or even OOB data written to the DB that will tie the inbound call, the callback, and the outbound call(s) made on behalf of the callback together.
Thanks,
Trent.
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Trent Vance
Avtex Solutions, LLC
Original Message:
Sent: 10-01-2020 07:08
From: Sajed Salah
Subject: Callback
Hi
If the call arrived to queue with Arabic skills, and no any one answred the call then the caller request callback, so the callback take the same skills for call or can arrived to agent with English skills?
#Routing(ACD/IVR)
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Sajed Salah
Fourth Dimension Systems
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