Callback calls and real time information service level & TSF
Callback calls and real time information service level & TSF
(OP)
Hi,
I set up several taskflows, including one with a svi redistributing to the other topics.
For a call to be considered positive in the statistics (real time or historical), it must be answered within 2 hours.
In my taskflows, I suggest that the caller be called back. Normally, from what I thought I understood, it is that if the recall is done in compliance with the conditions (call before 2h) it is considered as positive, however in the statistics, these calls are neither considered as lost, nor positive count...and we see well these calls with the callback call counter.
This means that the percentage of Service level and TSF decreases when it should not... so this counter is no longer representative of the activity.
However, I have configured my topics and agent groups as follows:
Does anyone have any idea what's going on? How can we ensure that callback calls are reflected positively in the statistics, if this is done within 2 hours?
I set up several taskflows, including one with a svi redistributing to the other topics.
For a call to be considered positive in the statistics (real time or historical), it must be answered within 2 hours.
In my taskflows, I suggest that the caller be called back. Normally, from what I thought I understood, it is that if the recall is done in compliance with the conditions (call before 2h) it is considered as positive, however in the statistics, these calls are neither considered as lost, nor positive count...and we see well these calls with the callback call counter.
This means that the percentage of Service level and TSF decreases when it should not... so this counter is no longer representative of the activity.
However, I have configured my topics and agent groups as follows:
Does anyone have any idea what's going on? How can we ensure that callback calls are reflected positively in the statistics, if this is done within 2 hours?
Talk To Other Members
RE: Callback calls and real time information service level & TSF
"Trying is the first step to failure..." - Homer
RE: Callback calls and real time information service level & TSF
RE: Callback calls and real time information service level & TSF
If you can prove this is not the case then you need to raise a ticket.
"Trying is the first step to failure..." - Homer
RE: Callback calls and real time information service level & TSF
Ok, thanks Janni ! I'l raise a new ticket !