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Courtesy Callback Questions

craftd2010
Level 1
Level 1

We are utilizing courtesy callback in our environment. It was implemented by a vendor, and I have been able to duplicate the feature for other lines of business, but I'm still trying to get a good handle on the solution.

 

1) How do I know whether we are using a static model or a dynamic model? 

 

2) For either model, if my EWT is 1000 seconds, but agents become available sooner than that, can a call back occur prior to the EWT counting down to 0, or is this not possible?

 

3) In the attached file are screen shots of a CCB call in CUIC and reporting server. Why is the ICM EWT different?

 

I'd appreciate any help. Thanks!

1 Reply 1

Quigath
Spotlight
Spotlight

1) Depends on the formula you're using in your ICM script to calculate the EWT.

 

2) No, they may not be called back before the EWT time expires. This is a major failing of the built-in CCB model.

 

3) Not sure which times you're comparing. The Remaining Wait Time is almost real-time but only updates every 10 seconds iirc.