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TASKE Support Knowledge Base

How to Monitor and Report on ACD Callbacks

Last Updated: 21-May-2015

Summary

Sites using ACD Callbacks can monitor and report on this activity. An ACD Callback is a message left by a caller that maintains the caller’s position in queue. When the message is served to an agent, the agent has the opportunity to initiate a call back to the caller, pass on the ACD Callback and return the message to the queue, or terminate the ACD Callback. Each of these scenarios is reported in a different manner in TASKE.

How TASKE Credits ACD Callbacks

How an ACD Callback is reported in TASKE applications depends on how the agent offered the ACD Callback handles the situation. The following describes three scenarios for handling an ACD Callback and details how these scenarios are reported in TASKE.

Agent accepts the ACD Callback – when an agent accepts an ACD Callback the call is counted as one interflowed call and one answered ACD call. The call flow is as follows:

Real-Time TASKE State Action Call Reporting
Call waiting in queue Call enters queue Interflow
Caller is transferred to an announcement port and prompted to leave an ACD Callback message
Caller leaves an ACD Callback message and terminates the call *
ACD Callback message maintains the caller’s place in queue
Ringing ACD Callback is served to an agent when it reaches the front of the queue ACD Time to Answer
Not Ready Agent accepts the ACD Callback and the announcement port initiates the outbound call to the caller
ACD Caller answers and accepts the call ACD Duration
Call continues until both parties terminate
Work Time Agent enters Work Time to finish call related notes Agent Work Duration

Agent passes on the ACD Callback – when an agent passes on an ACD Callback the call is counted as one interflowed call, one re-queue, and one answered ACD call. The call flow is as follows:

Real-Time TASKE State Action Call Reporting
Call waiting in queue Call enters queue Interflow
Caller is transferred to an announcement port and prompted to leave an ACD Callback message
Caller leaves an ACD Callback message and terminates the call *
ACD Callback message maintains the caller’s place in queue
Ringing ACD Callback is served to an agent when it reaches the front of the queue Re-queue,
Time to Abandon
Not Ready Agent passes on the ACD Callback, sending it back to the queue
Work Time Passing agent enters Work Time state to finish related notes Agent Work Duration
Ringing ACD Callback is served to the next available agent ACD Time to Answer
Not Ready Agent accepts the ACD Callback and the announcement port initiates the outbound call to the caller
ACD Caller answers and accepts the call ACD Duration
Call continues until both parties terminate
Work Time Agent enters Work Time to finish call related notes Agent Work Duration

Agent terminates the ACD Callback – when an agent terminates an ACD Callback the call is counted as one interflowed call and one abandoned call. The call flow is as follows:

Real-Time TASKE State Action Call Reporting
Call waiting in queue Call enters queue Interflow
Caller is transferred to an announcement port and prompted to leave an ACD Callback message
Caller leaves an ACD Callback message and terminates the call *
ACD Callback message maintains the caller’s place in queue
Ringing ACD Callback is served to an agent when it reaches the front of the queue Time to Abandon
Not Ready Agent terminates the ACD Callback
Work Time Agent enters Work Time to finish call related notes Agent Work Duration

* Refer to Article 60024: Queue Reports Appear to Contain Too Many Abandoned Calls. If the caller terminates the call before the callback script completes, TASKE will not register the callback as an Interflow. It will appear as an Abandon instead.

Viewing ACD Callbacks in Visualizer

Use Visualizer to view the call details of calls included in ACD Callbacks. As stated above, when offered an ACD Callback, an agent has has the opportunity to initiate a call back to the caller, pass on the call and return the message to the queue, or terminate the ACD Callback. The sections below provide the call flow for each of these situations as they are presented through Visualizer.

ACD Callback is offered to caller – this call is tagged as an abandoned; incoming call and it is the interflowed call that is part of every ACD Callback. The call is considered to be abandoned because after the caller leaves the ACD Callback message the call is terminated on an announcement port. The call details for a call of this type will appear as:

Started: call has entered the telephone system
Ringing: call is ringing on the queue
Queued: call is waiting in queue
Diverted: call is transferred to announcement port for ACD Callback prompt
Ringing: call is ringing on announcement port
Answered: call is connected to the announcement port and the caller is leaving the ACD Callback message

Agent accepts an ACD Callback – this call is tagged as an answered; internal call. Technically this is an outbound call because the announcement port has called the original caller back. It is however, still credited as an ACD call. The call details for a call of this type will appear as:

Started: the announcement port is serving the ACD Callback message to an agent
Ringing: call is ringing on the agent’s extension
Answered: the agent is connected to the announcement port and accepting the ACD Callback
On Hold: the call is placed on hold while the announcement port calls the original caller
Transferred: the announcement port transfers the call to the agent when the caller accepts the call
Answered: the agent is handling the call

Agent passes on or terminates an ACD Callback – this call is tagged as an answered; internal call. The call is considered to be answered because the announcement port must connect with the agent before
the agent can pass on or terminate the call. The call details for a call of this type will appear as:

Started: the announcement port is serving the ACD Callback message to an agent
Ringing: call is ringing on the agent’s extension
Answered: the agent is connected to the announcement port and is either passing on or terminating the ACD Callback

Applies to:

Telephone Systems:

  • Toshiba Strata

Tags:

callback

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