UCCX Call Back Scripting

Case Study 1

Title:  UCCX Call Back Scripting

Introduction:

This document describes the script steps used to configure the Callback feature in Cisco Unified Contact Center Express (Unified CCX). The call back feature is used in call centers where we can’t add more agents,however,we still want the calls to be handled diligently and all calls are responded with good call experience.

Case Scenario:

In this case study, we will explore how call back is configured and what all steps are involved in that.

Problem Statement:

One of the leading financial institutions didn’t have enough budget to upgrade their 400-agent system to enterprise and had exhausted the licenses to add more agents to the call center. Therefore, at this point the abandoned call rate has rocketed in the last 6 months, and they are facing low customer query resolution due to this. Also due to calls not being handled customers started complaining.

Issue identification:

During the audit of the environment, it was found that they have short time duration on calls, but the call volume is high. Also, during the afternoon, the call volume startsdropping, which leaves the agents free during that time.

Solution:

Script 1

This is the logic and other details:

Call flow and Script Logic

1. The caller calls into the script (Script 1).
2. If an agent is available, the call is connected to the agent.
3. If no agent is available, the call is queued.
4. Under the queued step, after a time (approximately five minutes); the option is given to the caller: Would you like to leave a message and also request callback?

This is an example how the script looks:

• The caller presses 1 to leave a message or request callback. If the caller chooses the first option, his message is recorded, and the call is terminated.

Leave Message

Since the message has been recorded, a call is played to another trigger which is associated with an application/script (script 2) which just has Accept > Select Resource.

Once an agent accepts the call there, the system plays a prompt (Play Prompt in Script 1) to that agent. This agent is usually part of another set of agents available to take these calls.

This is an example of how the script looks:

Callback

When the caller choses the callback option, this is the logic used:

1. Get the callback number from the caller.
2. Store it in a variable and write it into a database (if needed).
3. Use the Place Call step and call another trigger which is associated with an application/script (Script 2) which has an Accept > Select Resource. This will usually search for agents from another team where the agents are available for such calls.
4. Once the agent accepts the call, use the redirect step in Script 1 to redirect the call to the callback number collected from the end user.

Collect and Confirm the Callback Number

This is an example of the script when it connects the call to the agent and then redirects the call to the callback number:

Script 2

It is a simple script with Accept and Select Resource.

Conclusion:

This Case study shows the critical use of call back and how efficiently and cost effectively this can be implemented in the existing environment.

The steps used in the script are the common steps and does not involve any database fetch or API’s