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|
LUCS Configurator -> Workflow -> Workflow Structure
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
|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.