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  • 1.  Agents Dialing Callbacks

    Posted 09-06-2023 18:14
    No replies, thread closed.

    Does anyone know if there is a report or filtering that can be done to isolate employees that are failing to dial a callback? For example, we have some employees that answer a callback and end the callback request without ever dialing the customer.

    From the looks of it, the callback report that is available only tells you that the callback was answered by the representative. It does not tell you if the callback to the actual customer was made.

    Any help of guidance that you have would be greatly appreciated.


    #Reporting/Analytics

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    Eriberto Mendoza
    Wescom Central Credit Union
    ------------------------------


  • 2.  RE: Agents Dialing Callbacks

    Posted 09-15-2023 17:35
    No replies, thread closed.

    Luckily, that "feature" will go away at the end of the month with the auto-dial and auto-disconnect feature so that the caller is dialed as soon as the agent accepts the callback.  As for reporting, you can see that using the Agent Performance view and show 

    1. Time to accept - Time it took for the agent to accept Callback

    2. Total time to dial - Time to took for the agent to start the dial and get connected to the customer



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Agents Dialing Callbacks

    Posted 09-15-2023 17:47
    No replies, thread closed.

    I appreciate the response. I heard about the auto dial feature. Is that just for beta users or is it going live for everyone?

    I will take a look at the agent performance report and add those columns. Thanks again.



    ------------------------------
    Eriberto Mendoza
    Wescom Central Credit Union
    ------------------------------

    Original Message


  • 4.  RE: Agents Dialing Callbacks

    Posted 09-15-2023 18:31
    No replies, thread closed.

    There was a beta, but probably too late to be part of it as the PM probably has already been released to production testing.  Only a couple of weeks.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Agents Dialing Callbacks

    Posted 09-15-2023 18:39
    Edited by Eriberto Mendoza 09-15-2023 18:42
    No replies, thread closed.

    Thanks got it. By the way, I was not able to add the columns under Agent Performance. I had previously added them to the interactions section. Am I doing something wrong?



    ------------------------------
    Eriberto Mendoza

    ------------------------------

    Original Message


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