QueueMetrics > Running QueueMetrics

Automatic Call back technical support

<< < (2/2)

Itgigi (Loway):
Hi IMMY.

I'm not sure I understand completely the situation but I believe you might be interested in the Preview reverse dialing.

Wombat offers three types of dialing options.

The direct mode where a number is ringed and the call is offered to the agent,;
The reverse mode, where an agent receives a call from Wombat and then a number from the list is places on behalf of the agent;
The Preview reverse dialing, where the agent chose when the call should be placed:
http://manuals.loway.ch/WD_UserManual-chunked/ch06.html#cbPRV
https://www.wombatdialer.com/blog/blog/2017/11/28/reversepreview-dialing-tutorial/

Let me know if this is what you where looking for, or give me some more details on what you are trying to achieve.

Best regards,
Iacob
Loway support team

IMMY:
This kind of system should be automatic, regardless of the dial option in Wombat. The agent should not have to preview or make any other kind of decision. The caller had a place in queue, also known as "position in queue". Once they hit 1 for the breakout queue, that position should be maintained to make that call. We have actually been able to implement that by passing on the position in queue and keeping track of all calls in a separate SQL table. We then insert the call at the appropriate time via API into Wombat, but that required a bit of programming on our end. It's not as easy as the tutorial suggests if you want to maintain position.

Additionally, this solution creates a new issue: Reporting is off. When the caller chooses the breakout menu to schedule the callback, QM counts the call as a "lost" call. This inflates the call abandon rate artificially.

Navigation

[0] Message Index

[*] Previous page