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Cut Average Wait Time
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Depending on how Scout is configured, callers can leave a message requesting a return call. The message stays in the queue that received the original call and advances toward the next available agent. The obvious advantage to this arrangement is to cut the call center's Average Wait Time.
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How Scout Handles Callbacks
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Scout treats callbacks the same way it treats normal
inbound calls. Each callback request is assigned a unique Call
ID. Each callback request is tracked with respect to standard
call center values: time of arrival, time on hold, original queue
of entry, etc. Callback requests accumulate when the queues that
normally accept them remain unserviced, such as after normal business
hours.
When Scout is configured to push calls to the
Agent, the Agent is presented with a callback demand instead of
an inbound call. When Scout is configured to let Agents pull the
calls out of queues, the Agent can choose to ignore the callback
request, which may result in numerous requests accumulating during
peak periods of inbound activity.
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