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  • 1.  Call Back Interactions - Question on how a call back Interaction is reported

    Posted 09-16-2021 08:32
    Currently reviewing data from the Queue Summary Report for both Calls and Call Backs.

    We have a workgroup configured to take both calls and call back interactions.  My question is how is a call back interaction is counted; or at what point is it considered answered, abandoned or perhaps flow out.

    When the caller leaves a call back interaction is this counted or reported if so how or as what?
    Is the call added to the answered count for call back once the interaction is called back?


    #Reporting/Analytics

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    Cynthia Palacios
    Salelytics LLC
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  • 2.  RE: Call Back Interactions - Question on how a call back Interaction is reported

    GCAP Member
    Posted 09-16-2021 22:13

    HI Cynthia,

    The Queue Summary Report will only let you know how many callback interactions entered the queue and now many were picked up "Answered" by an agent. It will not show you the result of the call back( Success/Failed).

    To see the results of the Callback you will need to build an SQL report that pulls right out of the Interaction Summary Table looking at the Media type and DispositionCode column.

    MediaType=6
    Disposition Code: 0 = no result, 70 = callback failed, 83 = Callback Successfull.

    Thank you



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    Scott WilliAMs
    Missouri Higher Education Loan Authority
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  • 3.  RE: Call Back Interactions - Question on how a call back Interaction is reported

    Posted 10-01-2021 16:42
    Thanks Scott Wiliams for this information.

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    Cynthia Palacios
    Salelytics LLC
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  • 4.  RE: Call Back Interactions - Question on how a call back Interaction is reported

    Posted 10-02-2021 14:51
    To take this a step further with regards to the Queue Summary and Detail report (as well as the iWrkgrpQueueStats DB views), it depends on how you have your callbacks setup.  More than likely, it is one of 2 different scenarios:

    Scenario01:
    Calls morph into a callback.
    In this scenario, a call will enter Queue01, wait for a predetermined amount of time, and chooses to leave a callback (more than likely via an in-queue menu).  When the caller elects to leave a callback, the call morphs into a callback while still in the queue.
    What you'll see in the report for this scenario (if you choose to group/summarize by media type) is 1 Entered for a call media type, and 1 Answered for a callback media type.

    Scenario02:
    Call flows out, callback replaces the call, callback is placed back into the queue
    In this scenario, a call will enter Queue01, wait for a predetermined amount of time, and chooses to leave a callback (more than likely via an in-queue menu).
    When the caller elects to leave a callback though, the call will actually flow out of the queue (typically back to an IVR node), is replaced by a callback interaction, and the callback interaction is then placed onto the queue.
    What you'll see in the report for this scenario (if you choose to group/summarize by media type) is 1 Entered and 1 Flow Out for the call media type, and 1 Entered and 1 Answered for a callback media type.

    Also something to note is that there is no report out of the box that will directly related the inbound call, the inbound callback, and the outbound call by the agent back to the caller.  That will require custom logging to tie together those interactions, then a custom report to display that relationship.

    I hope this helps.

    Thanks,
    Trent.

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    Trent Vance
    Avtex Solutions, LLC
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