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Customer First Callback Impacts on EWT

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Anton Vroon10-09-2024 23:09

I have a few questions with how people are using this and if they are seeing impacts to EWT presented ...

Samuel Jillard10-10-2024 08:36

Good question, looking forward to seeing if people have noted this and had to workaround it ------------------------------ ...

GANDHI SHANMUGAM10-23-2024 01:21

Thanks @Anton Vroon . I am also interested to know more about this questions from other community members ...

Gupta Kg10-23-2024 01:45

I don't know the answer but looking forward to get additional information on this topic ------------------------------ ...

Adrian Bradshaw10-23-2024 02:24

Found the below, hopefully it helps? AdjustedAHT = (AWT * NumberOfAgents) / PositionInQueue ...

Matt Calton10-23-2024 05:18

Thanks for Anton raising this question and Adrians info. In addition, you could consider using strategies ...

Anton Vroon10-23-2024 21:59

Thanks Matt, I've been trying to get the business to reconsider their priority assignment for a ...

Georgy Rudnev12-04-2024 06:24

Hi @Anton Vroon May I ask why you are not using the standard in-queue "Flow" callback action? ...

Anton Vroon12-05-2024 15:11

We do that, but with Customer First Callback, when it is time to call the customer, the system automatically ...

Tim Speakman10-23-2024 02:53

We don't use callbacks, so their impact on EWT is not something I have ever thought about. But I think ...

Ashiesh Sharma10-23-2024 03:22

Hi Anton, If you are using a flow to update the priority before directing the call-back to the queue, ...

Rihab BEN MALEK10-23-2024 04:52

Hello, We use the same queue for callbacks, but prioritize them via flow adjustments to prevent them ...

Mauricio Garcia Lopez10-23-2024 10:24

Gracias a Anton por plantear esta pregunta y por la información de Adrian. Además, podría considerar ...

Setu Shah10-23-2024 11:05Best Answer

Hi Anton, The best practice is to use the dedicated call back queue with priority queuing. For ...

Jilliane Versluys10-23-2024 11:39

We use callbacks in our contact center. They make up about 40% of our volume. Our contact center ...

James Rowberry10-23-2024 12:28

The complexity increases when agents are assigned to multiple queues. Since the EWT calculation takes ...

Amy Sessions10-23-2024 13:41

We use the same queue for the customer callback and it hasn't impacted our EWT. We have an Average Wait ...

Anton Vroon10-23-2024 21:53

Thanks everyone for your insights and suggestions. Certainly in our experience, where we have staff ...

Kathiravan Srinivasan10-24-2024 02:09

Sorry, we are using call backs but never heard any impact in EWT ------------------------------ Kathiravan ...

Robert Gacula10-24-2024 14:18

This is really good question, looking forward to seeing the rest of the communities answers. ...

Heena Patel10-24-2024 15:24

We use the same queue for customer callbacks. We are not measuring Estimated Wait Time for the callback. ...

Angelica Howard10-25-2024 16:37

We use a different queue to call the customer back on. This queue is a high priority queue, so it gets ...

Senih Demren10-28-2024 19:07

I don't have an answer but learning from others replies. thank you. ---------