Connect to same agent

[forcetranquille]

Hi Guys,

Quick one. I would like to know how will you configure the following with CC6:
if customer called the 2nd time within 1 day period, connect to same agent

Is it possible ? should be with HDX ? on the call by call DB ? or external server ?

Thanks for yor help
regards
ForceT

 

[effort1584]

This is a bit complex, as HDX can read who should get the call, but HDX cannot save the id of the agent answering the call. You would need to parse the call by call to a db table (just applicable information) and then perform a lookup using HDX when a call arrives.

A further complication may be dealing with a call that is answered and then transferred. Which agent should receive the call back? More call by call parsing to do.

If you were on a newer version (AACC or CC7) you could do a caller ID lookup in the contact table, which would make this much easier.

 

[forcetranquille]

Thanks for your reply. Could you please explain in detail what would be the solution with AACC?

Thanks for your help

 

[effort1584]

In the newer versions there is a new table containing multiple pieces of data. A lot of data, similar to call by call (CBC), however tracks each step of a call and thus you need to tie together multiple lines of data to be able to gain the information you desire. The contact summary table has a single entry for each call and includes details like the caller ID (CLID) and the agent who answered the call. There is a lot of other data too, like number of times the call was returned to queue or put on hold. Very specific call details.

Because the table has all of this information in a single row it is easy to search for a record. You could use HDX to query the last call received within 24 hours, and return the agent ID, and then the script would attempt to queue to the agent.

The CBC method would require parsing the table every 15 minutes and storing the data somewhere, then performing the HDX and scripting.

Both methods are using tables that are updated every 15 minutes, so a call right back would not be matched. The only way to get real-time data would be to track it yourself using CTI or monitoring a real-time feed.

I hope this helps!