Home > LiveOps EXTRAS! > Application Notes > App Note 026 - Web Callback Overview

App Note 026 - Web Callback Overview

Abstract

This Application Note will describe the capabilities of the LiveOps platform to administer immediate and scheduled callback functionality through a consumer’s web request.

Overview of Solution

Rather than waiting on the phone for an available agent, a customer can put themselves into queue "virtually", and have an agent call them once the agent becomes available.  If enabled, the customer can choose to be put into queue immediately upon request or to schedule a callback at a later time when it is more convenient for them. 

 

The customer will input their callback phone number via a web-based form and click the appropriate button: immediate or scheduled callback (whichever is desired/available).

 

LiveOps customers may elect to use this feature to improve their customers satisfaction.  This feature can also help offset per minute fees for Toll Free numbers normally associated with a customer waiting on the phone for an agent to become available. 

 

Use of the Callback features and capabilities is included in the LiveOps platform license.  Configuration assistance and professional services charges may apply.

 

Graphical overview of the callback feature:

 

callback01.png

 

Prerequisites

Customer developer resource:  The front-end interface to implement the callback functionality on the LiveOps platform needs to be developed by the customer or by a 3rd party employed by the customer. LiveOps does provide development for the end user web application.  Web developers can refer to content on the developer portal: https://knowledge.liveops.com/developer/.

 

Callback functionality: Callback features must be enabled on the tenant.  This requires Staff level access to the call center tenant.  Refer to configuration steps.

Configuration Steps

The following steps assume the user has already developed the front-end end-user web application. An example of an end user application used in demonstration by LiveOps can be found here:

http://liveopsps.com/demo/callback/v1/callback_immediate.html

 

Step 1: Enable the Callback Features

This step requires Staff level access.  Callback must be enabled within the call center settings.  Within the web-based LiveOps Administrative Portal, navigate to “Configure > Edit Call Center.” 

Note: Please contact a LiveOps representative to enable this feature.

 

callback02.png

 

Use the following Call Center settings to control callback behavior.  These settings apply to both Scheduled and Immediate callback.

 

callback03.png

 

Step 2.  Edit a Call Flow Based Campaign

This next step is available to the customer.  Log into the LiveOps portal as an Administrator.  You will need to create or edit a Call Flow Based campaign.  Navigate to “Routing > Campaigns” and edit an existing campaign or create a new one.

 

callback04.png

 

Step 3. Entering Time Slots for Scheduled Callbacks

Once you are in the Campaign, navigate to the Callback tab.  This is where you will add times lots for  scheduled customer callback requests.  This only applies to Scheduled Callbacks.  This step is not necessary if you only plan to offer Immediate Callbacks.  If you do not see the Callback tab, refer to configuration step #1. 
 

Click on the “+ Add New Scheduled Callback Slot” link to begin adding time slots. 

 

Input your start time, duration for the scheduled block, and maximum number of agents you will reserve during the slot.

 

callback05.png

 

Repeat this process for each time slot and each day of the week.

Note: Time slots are always shown in Easter Time (ET) in the configuration section.  However they will display correctly in the user’s local time zone when accessed.

Using the Solution

Try requesting an Immediate Callback from your end-user Web Application.  If you have successfully enabled your Campaign and corresponding Call Flow, the agent should receive a callback notification similar to the one below as the call is delivered. 

This should happen within seconds of initiating the request.
 

 

callback06.png

 

Note: In the Phone Panel above, we see this call was directed to the Platform Sales Team campaign based on parameters passed by the end user application. The 602-xxx-xxxx number represents the customer's call back number, while the 800-555-1234 number represents the number that will display on the customer’s phone upon call back.  If you do not see a call back number listed, your agent's personal DID will display on the end user’s phone.

 

Next, if successful, try a Scheduled Callback.  The picture below depicts a sample end-user web application used to demonstrate the scheduled callback functionality.  One you have created your time slots, they should appear accordingly on the user’s webpage.  If no slots are available, the time slots should not show up.

 

callback07.png

 

Once you have selected an available time slot, navigate to “Configure > Callback requests.”  In the first tab, "Registered Callbacks", select the date you selected in the end user application.  You should see your request "in queue"; along with options to delete the request or edit the callback time.

 

callback08.png

 

Tab over to "Callbacks availability" and you should see one less available slot for callbacks during the requested time slot.

 

callback09.png

 

Reporting and Dashboards

Web call backs are considered an outbound call by the LiveOps reporting system.  Below is a Live Dashboard view after handling a web callback request.

 

callback10.png

 

Do not confuse a web call back with a standard call back, also known as a "Virtual Queue" or "Callback with Voicemail" in the LiveOps Call Flow Authoring tool.  A Web Callback interaction requested via a web portal is reported differently than a call back interaction requested through the Call Flow Authoring tool.

 

In the Live Dashboard below, Callbacks with Voicemail are listed as "Pending Callback Queue Now".  Web Callbacks will not show up in Live Dashboards

 

callback11.png

 

Instead, Web Callbacks will register as "Dialouts" inside the "Call Interaction – Detail" historical report.  In the sample report below, line 3 represents a Web Callback.  Line 4 is a "Callback with Voicemail". 

 

callback12.png

 

Web callbacks should also not be confused with campaign-driven (or list-driven) outbound calls made by the LiveOps outbound dialer tools.  Web Callbacks will not appear in "Outbound Queue (Group and Detail)" or "Outbound Leads (Group and Detail)" historical reports. 

 

They will, however, show up in the "Outbound Calls (Group and Detail)" historical report.

Version Information

Date Version Contributor Content
November, 2015 1.0 Darren Ervin Initial AppNote
You must to post a comment.
Last modified

Tags

This page has no custom tags.

Classifications

This page has no classifications.