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  • 1.  Schedule callback calls count from Interactions

    Posted 03-07-2024 07:16
    No replies, thread closed.

    Hi Team,

    From the Inbound Call flow --> Architect --> Create Callback, we have configured it in the inbound call flow. We want to know how to check connected callback calls, specifically successful calls between the customer and agent.

    Kindly confirm if we can get those details by selecting which column and filter from interactions.



    #ArchitectureandDesign
    #Implementation
    #PlatformAdministration
    #QualityManagement
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Saravanan
    ------------------------------


  • 2.  RE: Schedule callback calls count from Interactions
    Best Answer

    Posted 03-08-2024 22:47
    No replies, thread closed.

    I like to use the filter for Direction Outbound and Initial Direction Inbound.  If you want ones that are in progress, Uncheck No for Ended.  



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



  • 3.  RE: Schedule callback calls count from Interactions

    Posted 09-17-2024 05:04
    No replies, thread closed.

    Thanks for the Best answer Robert.

    We have implemented the callback using the "Create Callback API" in the In-Queue Flow, triggered when the customer selects option 9. We would like to know how many customers selected option 9 for a callback, in day wise/Monthly wise in Queue Performance report.

    Additionally, we would like to know how to check the connected callback calls, specifically successful interactions between the customer and agent, in the Queue Performance report.



    ------------------------------
    Saravanan
    ------------------------------

    Original Message


  • 4.  RE: Schedule callback calls count from Interactions

    Posted 09-17-2024 18:25
    No replies, thread closed.

    Create an outcome and a milestone.  Call it something like "Caller Opted for Callback" or "Callback Created" and publish your flow.  That milestone will increment every time it is used.  Then go to Performance Workspace and show the Outcome/Milestone View and drill down into that flow.  



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

    Original Message


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