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Old 12-02-2016, 12:24 AM
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aturkben aturkben is offline
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Default Callback Assist - CBA Callback Duration Problem

Hello Team,

Our customer is using CBA(4.4.1). But they have a problem about waiting customer too long in the queue. You can see scenario below:

Also a diagram is attached.

1. Customer(Medium) is calling contact center and if EWT is longer than predefined value(Eg. 150 seconds), system automatically gives callback option.
a. If customer wants to wait in queue, there is no problem. Customer is put into the queue and waits in the queue until agent is assigned.
2. If customer chooses callback, system waits until EWT decreases a predefined value(Eg. 30 seconds). The starts phantom call and put customer into the queue.
a. If it’s not peak time no problem as well.
3. If its peak time, there are some other customers with high and TOP priorities.
4. And original customer waits in the queue around 5 minutes.

They are expecting to find a quick solution. Otherwise They are planning to stop system.

Their main goal is prioritize callback customers only. If customer chooses to wait in the queue, customer will wait. If customer chooses callback option. When callback is made, customer shouldn’t wait in the queue too much. Because the reason of offering callback is save customers time.

Do you have any work-around for this demand? They will try “priority queuing” instead of phantom pool today.

Best regards.
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Aydin Turkben
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