Jump to: navigation, search
(Update with the copy of version: draft)
Line 1: Line 1:
 
= Callback Scenarios =
 
= Callback Scenarios =
−
<!-- This page should eventually include:
 
−
* ''In-Queue Callback: description of standard flow, end-to-end, with key logic of what Designer module does, link to Callback V2 module (text from CE03 use case might be helpful)''
 
−
* ''Mobile/Web Callback''
 
−
** ''Using the Callback APIs''
 
−
** ''Genesys Widgets''
 
−
* ''Click-To-Call-In'' -->
 
−
 
 
It does not matter how a callback originates, the voice interaction is always converted to a virtual call and added to the queue where it is monitored so the system can provide information &ndash; such as the Estimated Wait Time (EWT) for the queue &ndash; to future callers.
 
It does not matter how a callback originates, the voice interaction is always converted to a virtual call and added to the queue where it is monitored so the system can provide information &ndash; such as the Estimated Wait Time (EWT) for the queue &ndash; to future callers.
  
Line 19: Line 12:
 
** A customer is using your company's or organization's mobile app or website and encounters a situation where he or she requires assisted service by voice. The customer taps or clicks a button to request a callback, confirms or provides the number at which he or she would like to receive the call, and receives a confirmation message that the request was received.
 
** A customer is using your company's or organization's mobile app or website and encounters a situation where he or she requires assisted service by voice. The customer taps or clicks a button to request a callback, confirms or provides the number at which he or she would like to receive the call, and receives a confirmation message that the request was received.
 
** Because user/context data might be attached to the API request for a callback, key components of the customer's app or web journey can be preserved for agent or reporting use.
 
** Because user/context data might be attached to the API request for a callback, key components of the customer's app or web journey can be preserved for agent or reporting use.
−
<!-- * Using a Genesys Widget for Callback:
 
−
** Similar to integrating a company's or organization's Web site with our API directly, using the Genesys Callback Widget on a Web site allows for a reduced time to deployment and less impact on developer resources. -->
 
  
 
No matter how the immediate callback is requested, when an agent who satisfies the required skill expression is ready, then the customer is called and the call is routed to the agent.
 
No matter how the immediate callback is requested, when an agent who satisfies the required skill expression is ready, then the customer is called and the call is routed to the agent.
Line 32: Line 23:
 
** A customer is using your company's or organization's mobile app or website and encounters a situation where he or she requires assisted service by voice. The customer taps or clicks a button to request a callback, confirms or provides the number at which he or she would like to receive the call, interacts with a date/time picker to search for availability, and receives a confirmation message that the request was received.
 
** A customer is using your company's or organization's mobile app or website and encounters a situation where he or she requires assisted service by voice. The customer taps or clicks a button to request a callback, confirms or provides the number at which he or she would like to receive the call, interacts with a date/time picker to search for availability, and receives a confirmation message that the request was received.
 
** Because user/context data might be attached to the API request for a callback, key components of the customer's app or web journey can be preserved for agent or reporting use.
 
** Because user/context data might be attached to the API request for a callback, key components of the customer's app or web journey can be preserved for agent or reporting use.
−
<!-- * Through the Genesys Widget for Callback:
 
−
** Similar to integrating a company's or organization's Web site with our API directly, using the Genesys Callback Widget on a Web site allows for a reduced time to deployment and less impact on developer resources. -->
 
  
 
No matter how the scheduled callback is requested, if an agent who has the required skill set is ready at the specified time, then the customer is called and the call is routed to the agent.
 
No matter how the scheduled callback is requested, if an agent who has the required skill set is ready at the specified time, then the customer is called and the call is routed to the agent.
Line 42: Line 31:
 
A Click-To-Call-In (Immediate) interaction is set in motion when your customer (a consumer) taps a button in a mobile app that is designed to trigger a Call-In API request:
 
A Click-To-Call-In (Immediate) interaction is set in motion when your customer (a consumer) taps a button in a mobile app that is designed to trigger a Call-In API request:
 
* A customer is using your company's or organization's mobile app and encounters a situation where he or she requires assisted service by voice. The customer taps a button to contact your center.
 
* A customer is using your company's or organization's mobile app and encounters a situation where he or she requires assisted service by voice. The customer taps a button to contact your center.
−
<!--* The mobile app submits a request for Estimated Wait Time (EWT) for an agent with appropriate skills. Skills are determined based on the area of the mobile app in which the customer tapped the button. -->
 
 
* The system responds with call-in details immediately. Using that information, the app triggers a call to your contact center. If the customer is placed in a queue where the EWT is above the threshold, then the customer might be offered a callback option. Otherwise, the call proceeds normally.
 
* The system responds with call-in details immediately. Using that information, the app triggers a call to your contact center. If the customer is placed in a queue where the EWT is above the threshold, then the customer might be offered a callback option. Otherwise, the call proceeds normally.
 
* Because user/context data might be attached to the API request, key components of the customer's app journey can be preserved for agent or reporting use.
 
* Because user/context data might be attached to the API request, key components of the customer's app journey can be preserved for agent or reporting use.
Line 48: Line 36:
  
  
−
<!-- <font color="#B24DE7">'''Corinne's Note:''' The following was original content for Click-to-Call-In.</font>
 
−
 
−
* Click-to-Call-In
 
−
** A customer initiates a Click-To-Call-In request using an app or a website to retrieve the inbound call instructions such as the number to dial and an optional pin.
 
−
** The system responds with a phone number and an optional verification code.
 
−
** The customer calls in and optionally enters the verification code on the call.
 
−
**  After the customer is matched to the previously-initiated session, the call is routed to an agent.
 
−
**: {{NoteFormat|To implement this scenario, you need to use the corresponding API to initiate the Click-To-Call-In request. }}
 
−
 
−
<font color="#B24DE7">'''Corinne's Note:''' The following is from the [https://all.docs.genesys.com/UseCases/Current/PureEngage/CE21 CE21] use case.</font>
 
  
−
The application retrieves the expected wait time for an agent with skills corresponding to the page and determines whether the time is within the acceptable threshold:
 
−
* If the wait time is above the configured threshold, the app informs the customer and offers to notify him via push notification once an agent becomes available. For customers who do not have push notifications enabled, it is recommended to offer them the ability to activate push notifications for improved service. This functionality is within the application logic and not provided by Genesys.
 
−
** If the customer does not want to wait to be notified, the call to the contact center is established from his mobile device.
 
−
** If the customer agrees to be notified, a push notification is sent to the customer when an agent becomes available. If the customer declines the push notification, the flow ends.
 
−
* The mobile app retrieves the customer details, then establishes a call from the customer’s mobile device to the contact center.
 
−
* The call is queued within the Genesys system according to the distribution logic described below and delivered to an agent with the skill corresponding to the requested subject:
 
−
** If the agent accepts the call, the call is established, and the following information is displayed in the agent desktop: Subject based on DNIS, Customer ID, First Name, and Last Name (as available), plus a new tab for Mobile Details, including a map with the customer’s current location.
 
−
** If the agent does not accept the call, the call is sent back to the queue and the agent is set to not ready (RONA – redirect on no answer).
 
−
-->
 
  
 
[[Category:V:PSAAS:Public]]
 
[[Category:V:PSAAS:Public]]

Revision as of 14:50, June 6, 2019

Callback Scenarios

It does not matter how a callback originates, the voice interaction is always converted to a virtual call and added to the queue where it is monitored so the system can provide information – such as the Estimated Wait Time (EWT) for the queue – to future callers.

This page describes the callback scenarios that Genesys supports with the Callback application.

Immediate Callbacks

An Immediate callback is a callback that is set in motion when your customer (a consumer) makes a request to be called back as soon as an agent who can provide assisted service becomes available. A customer can request an Immediate callback in the following ways:

  • While the customer is in-queue on an IVR:
    • A customer's call arrives and the caller is offered Immediate callback. If the caller accepts, he or she confirms the phone number for the callback.
  • Through an API call; in other words, the customer makes the request from a mobile app or website:
    • A customer is using your company's or organization's mobile app or website and encounters a situation where he or she requires assisted service by voice. The customer taps or clicks a button to request a callback, confirms or provides the number at which he or she would like to receive the call, and receives a confirmation message that the request was received.
    • Because user/context data might be attached to the API request for a callback, key components of the customer's app or web journey can be preserved for agent or reporting use.

No matter how the immediate callback is requested, when an agent who satisfies the required skill expression is ready, then the customer is called and the call is routed to the agent.

Scheduled Callbacks

A Scheduled callback is a callback that is set in motion when your customer (a consumer) makes a request to be called back in the future, at an approximate time that works for the customer's schedule. A customer can request a Scheduled callback in the following ways:

  • While in-queue on an IVR:
    • A customer's call arrives and the caller is offered the option to schedule a callback for some time in the future. If the caller accepts, he or she confirms the phone number for the callback and is prompted to input the time at which he or she would like to receive it. Using the caller's requested time, the system searches for the closest-matching available time to connect with an agent.
  • Through an API call (from a mobile app or website):
    • A customer is using your company's or organization's mobile app or website and encounters a situation where he or she requires assisted service by voice. The customer taps or clicks a button to request a callback, confirms or provides the number at which he or she would like to receive the call, interacts with a date/time picker to search for availability, and receives a confirmation message that the request was received.
    • Because user/context data might be attached to the API request for a callback, key components of the customer's app or web journey can be preserved for agent or reporting use.

No matter how the scheduled callback is requested, if an agent who has the required skill set is ready at the specified time, then the customer is called and the call is routed to the agent.

Click-To-Call-In (Immediate)

Important
To implement this scenario, you need to use the corresponding Call-In API to initiate the Click-To-Call-In request.

A Click-To-Call-In (Immediate) interaction is set in motion when your customer (a consumer) taps a button in a mobile app that is designed to trigger a Call-In API request:

  • A customer is using your company's or organization's mobile app and encounters a situation where he or she requires assisted service by voice. The customer taps a button to contact your center.
  • The system responds with call-in details immediately. Using that information, the app triggers a call to your contact center. If the customer is placed in a queue where the EWT is above the threshold, then the customer might be offered a callback option. Otherwise, the call proceeds normally.
  • Because user/context data might be attached to the API request, key components of the customer's app journey can be preserved for agent or reporting use.

When an agent who satisfies the required skill expression is ready, then the customer is routed to that agent.

Comments or questions about this documentation? Contact us for support!