WxCC callback functionality

[carstenlp]

Hi all,

I have a question regarding the callback functionality of WxCC.

Currently when a callback is activated, the agent will be presented with the callback and when the agent answers this call only then an outgoing call will be placed to the caller. This makes the agent wait for the original caller to pickup the phone.

I'm looking for a functionality which reverses this behavior. In my use case I need to have the caller already on the line and in a queue before the call is presented to the agent. So when the agent accepts the call, the caller is connected immediately.

To my knowledge this isn't possible today in WxCC but I'm curious if someone have had the same requirement and if there's a workaround for this.

Thanks in advance and have a great day.

[bill.king1]

What you're describing is more of the Cisco Courtesy Callback configuration that they have in UCCE/PCCE. A number of clients don't like it, in my experience, since that typically means the caller called in initially, no one was available, and now you're making the customer potentially wait again before speaking with an agent. 

They prefer the agent to be reserved and ready for when the customer is called. You sacrifice agent efficiency for customer satisfaction basically.

What's the business case/reason for your request?
In WebexCC, I'm guessing the only way you could accomplish this is by having the callback be done via an IVR based dialer campaign that then queues the calls to the agents.
Some details about it are here.
https://help.webex.com/en-us/article/nqu2kub/Configure-Voice-Outbound-Campaign-Modes-in-Webex-Contact-Center

[carstenlp]

Thanks for the answer and feedback.

My customer already has a UCCX solution today where we have built this functionality and both the customer and callers have been very happy with this solution based on feedback. Now we're transitioning the customer to WxCC and we're investigating if this is possible on WxCC.

Having the agents wait for the original caller to pickup the phone prolongs the agent handling times for each callback. There are all kind of scenarios where the original caller doesn't answer the callback.

Ideally you should have the option of choosing how the callback should work based on your customer requirements.

Have a nice day.

[bill.king1]

If it helps you, you could also position it that their new version also offers a better customer experience and more accurate reporting scenario, in the sense that the customer isn't waiting in queue.
But I imagine if you want to try and recreate this in WebexCC, you could, by having the callers who want a callback to be entered as a dialer/outbound record, and do it that way like I mentioned.

I've not done that with WebexCC though, but I believe it is possible. You might want to see what the WebexCC outbound option Solutions plus partners might suggest to you.