Messages

1

Running QueueMetrics / Re: Automatic Call back technical support

« on: February 26, 2019, 00:44:49 »

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.

2

Running QueueMetrics / Breakout Menus and Lost Calls

« on: February 25, 2019, 23:36:48 »

We implemented a breakout menu in our queues that leads to a queue callback option using WombatDialer. Callers are prompted to press 1 to maintain their place in queue and receive a callback at the appropriate time.

The system seems to be working as advertised, however, we have noticed that pressing 1 to enter the breakout menu counts the call as a lost/abandoned call, significantly skewing the reported results.

Is it possible to exclude "lost" calls based on the key pressed in reporting and wallboards?

3

Running QueueMetrics / Re: Automatic Call back technical support

« on: February 12, 2019, 19:11:05 »

We have this set up as a test, however, the goal is to have the customer "save the place in queue" as if they did not enter that breakout queue. Right now Wombat adds the call immediately to the outbound list and dials as soon as an agent is available. That is either before other callers or after all calls in the other queues have been handled.

Any thoughts?

HI uniaxaj,

we have an integration tutorial between QueueMetrics and WombatDialer that creates an automatic callback system (if the customers gets tired of waiting they can press a button to be recalled later), check it out: http://blog.wombatdialer.com/post/35777830906/elastix-callback

You can request a WombatDialer demo key on the website so that you have one month for setting up and testing without limits.

Kind Regards
Mirko