PCCE Courtesy call back when agent is free

[Muhammad Irfan]

Dear Team,

Can we reserve the agent first then initiate the courtesy call back to Customer in Cisco PCCE.

Thanks in Advance.

[bill.king1]

Why would you want to reserve the agent? The agent is then going to be reserved while the system calls the customer, the customer listens to the CCB callback menu, selects an option, etc.? And what happens to the agent if the person doesn't answer, it is not the right phone number, they are no longer available, etc. Your solution sounds more like you want a combination of CCB and outbound option.

You would probably have an easier time making sure your EWT calculations are as accurate as possible and use the CCB application as it normally works. Not saying it doesn't have challenges, but going the other route certainly will as well.

[Muhammad Irfan]

Hi King, thanks for reply.

Below are the concern which our customer is raising on this behavior.

Points noted below, however I have concerns with the CCB functionality because we do not want the customer to go back on hold after we have called him as per his call back request. We need a work around on this to ensure customer gets connected to agent either directly or after the recorded message of the CCB. CCB is initiating even agents are not ready.

What happened if some one select the CCB option as a last minute of office hours.

[bill.king1]

This is where you would need to adjust the various parameters for the application. For instance, you might not want to offer CCB for the last 30 minutes that the call center is open, to avoid the issue you outlined where they select CCB but agent log out for the night before the customer is called back. There's always going to be a chance that an agent might not be available at exactly the moment the customer is called back and goes through the menu.

What will you do, for instance, if it takes the customer 5 minutes to bring the person who did the callback to the phone (prompt 2 in CCB)? You wouldn't want to keep the agent reserved all of that time for instance.

You will have better luck looking at all of the parameters (conditions for when to offer/not offer CCB, EWT calculation tweaks, etc.)