Callback Request Workflow

Goal: To configure a workflow to include Callbacks
Complexity: Low
Preconditions: Administrator rights, LUCS WebConfigurator open

Related Chapters: Callback, Callback Tasks Widget. Lost Tasks

To reduce customer queue waiting time when waiting for an agent LUCS can create a callback task . The customer also has opportunity to leave an alternative callback number, so an agent can easily reach him.

Note: Full access to all properties (and the workflow policy) described in this Use Case is only possible via LUCS Configurator

Workflow Structure Configuration

#

WHERE

USER ACTION

RESULTS / SYSTEM REACTION

1

LUCS Configurator -> Workflow -> Workflow Structure

or

WebConfigurator / Workflow Instances Inbound

Open your desired workflow structure and add a "Create Callback Request" activity.

A "Create Callback Request" activity has been added.

Note: this step can be

2

Callback Request Properties

Now the "Create Callback Request" activity properties need to be configured

CreateCallbackRequestActivity:MaxRetries
Defines how many times a unsuccessful dial-out is retried

CreateCallbackRequestActivity:MinTimeBetweenRetries
Defines minimum time between retries of unsuccessful dial-outs

CreateCallbackRequestActivity:ParameterAlternativeTarget
List of custom parameters that contains an alternative callback number.

CreateCallbackRequestActivity:Priority
Dropdown which offers the different priorities

3

LUCS Configurator -> Services -> Services tab

Now the workflow instance can be assigned to any service on the Services tab.

The ‘Direction Type ‘for the service has to be changed from Inbound to InboundOutbound.

4

LUCS-FE -> Settings Menu -> Widgets -> Reporting -> Callback Tasks

All the active callback sessions can be checked in LUCS-FrontEnd via the ‘Callback Tasks’ widget.

To get access to information about available callback tasks go to LUCS-FE -> Settings Menu -> Widgets -> Reporting -> Callback Tasks and press add (+) button.

_UCID

_{UC LUCS Application 024}