| Insert excerpt | ||||||
|---|---|---|---|---|---|---|
|
...
Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When the caller hangs up their phone, Vonage Contact Center does not count the call as abandoned. When an appropriate agent becomes available to handle the call, Vonage Contact Center initiates an outbound call from that agent to the caller. Vonage Contact Center changes the agent's state to Busy Callback.
By default, Vonage Contact Center makes the callback to the original CLID.
Alternatively, you can configure your interaction plan to overwrite the callback number. For example, you might request that the caller provides an alternative number and use that for the callback. For information about overwriting the callback number, see Setting up queued callbacks.
By default, Vonage Contact Center maintains both the caller's original waiting time and all skills, agreements, and data sources associated with the call. Vonage Contact Center initiates the callback, therefore, at approximately the same time that the original call would have been answered. Vonage Contact Center routes the call to the same queue as the original call.
...
To report on queued callbacks, you can use Dashboards; the latest latest Advanced Reporting and Statistics package in Salesforce, which uses the new Insights Stats API; or the Insights Stats API.
Queued callbacks are not supported in Real Time, Stats and Reports, or Work Force Management (WFM) integrations with the or V0 Stats API.
Queued callbacks and Dashboards
...
For information about filtering or grouping data by media type in your widget to show queued callbacks, see Configuring a widget in a Real-time Analytics dashboard for queued callbacks.
Queued callbacks and Advanced Reporting and Statistics
If you use the latest Advanced Reporting and Statistics package in Salesforce, which uses the new Insights Stats API, you can search and view queued callback activity. You can connect the callback with the original inbound call, and the subsequent outbound call. For information about using Advanced Reporting and Statistics in Salesforce, see Advanced Reporting and Statistics in Salesforce.
Queued callbacks and Insights Stats API
If you use the Stats InsightsStats API to track Vonage Contact Center activity, you can use an interaction's conversationGuid parameter to connect the original inbound call, the callback, and the outbound call. For information about using the Insights Stats API, see Vonage Contact Center Developer Portal.
...