Interaction Client .NET Edition - Callback Disposition and Retry

The agent side interface for callback requests changed in SU5. The Disconnect button was removed from the toolbar. The Call Succeeded and Call Failed buttons on the form are replaced by Callback Complete, Retry Later, and Attempt Failed buttons. Removing the Disconnect button forces agents to end the callback attempt by selecting one of the new form buttons. Use of the buttons indicates the disposition of the callback session for reporting purposes.

Callback retry functionality is new. If one or more attempts to reach the callback requester are not successful, agents can click the new Retry Later button to put callback requests into a snoozed state. A snoozed callback interaction is removed from the agent’s queue and routed back to the appropriate workgroup queue. The interaction remains there until a configured interval passes and it is then routed back to an available agent. The CIC administrator configures the following:

• Whether this feature is enabled

• The number of retry attempts allowed

• How long a snoozed callback request remains on the workgroup queue before it is routed back to an available agent

New Callback Form including ‘Retry Later’ Option