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  • 1.  Priority outbound calls / scheduled callbacks

    Posted 06-02-2023 04:03
    No replies, thread closed.

    Hi. Can someone explain me which is the rule and priorities attached to the outbound calls (preview mode) and the (manually) scheduled callbacks?

    I have a campaign in preview mode. The process is that, when the agent can't reach the customer (or when the customer asks him to call later), he programs a callback at a specific date/time.

    We notice thaht the schedule callbacks, often, are not presented at the programmed time. 

    I suppose that it is because the campaign calls have higher priority ? 

    I suppose we can't modifiy this but I would like to know the calculation, in order to be able to explain the behaviour. 

    PS: we don't wan't to use blueprint. 

    Thank you

    #ScheduleCallback #OutboundCampaign #Priority #out


    #Outbound

    ------------------------------
    Catherine DUPIRE
    NXO FRANCE SASU
    ------------------------------


  • 2.  RE: Priority outbound calls / scheduled callbacks

    Posted 06-09-2023 01:35
    No replies, thread closed.

    If you are creating the callback in an in-queue flow, it should come into queue with the same priority of calls.  If you are using a campaign, that could be a lower priority if you have increased priority set in the Transfer to ACD for inbound calls.  If you are using the API to create a scheduled callback, you need to use this format:  2016-09-26T15:30:00.000Z.  Notice the Z on the end?  That means GMT, so add or subtract hours from GMT to get it to the correct time for your contact center.  



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



  • 3.  RE: Priority outbound calls / scheduled callbacks

    Posted 06-09-2023 05:47
    No replies, thread closed.

    Hi Robert. Thank you for your answer.

    I am using a campaign. I don't know you are talking about when you say " if you have increased priority set in the Transfer to ACD for inbound calls".

    Where could I have configured that ? There is no call flow...

    Which priority is used for campaign calls? and for schedules callback? The same ? 

    I don't see where to configure any priority... :-(

    Thanks for your help !

    Catherine 



    ------------------------------
    Catherine DUPIRE
    NXO FRANCE SASU
    ------------------------------

    Original Message


  • 4.  RE: Priority outbound calls / scheduled callbacks

    Posted 06-09-2023 05:48
    No replies, thread closed.

    precision: I only have outgoing calls (preview campaign),

    Just a very few inbound calls, whith no priority in "transfer acd" block.



    ------------------------------
    Catherine DUPIRE
    NXO FRANCE SASU
    ------------------------------

    Original Message


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