From Bright Pattern Documentation
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| − | == What is the difference between virtual queue and callback? == | + | == What is the difference between virtual queue and callback? == |
There is no difference--''virtual queuing'' and the ''callback option'' are the same feature in Bright Pattern Contact Center. For more on virtual queuing, refer to the ''[[virtual-queue-tutorial/Overview|Virtual Queue Tutorial]]''. | There is no difference--''virtual queuing'' and the ''callback option'' are the same feature in Bright Pattern Contact Center. For more on virtual queuing, refer to the ''[[virtual-queue-tutorial/Overview|Virtual Queue Tutorial]]''. | ||
| − | == For callbacks, we utilize a method that adds callers to a list, which is then processed by a separate service. Is there a way to monitor how many calls are pending in these lists? == | + | == For callbacks, we utilize a method that adds callers to a list, which is then processed by a separate service. Is there a way to monitor how many calls are pending in these lists? == |
This should be as simple as monitoring the real time metric ''total_remaining''. To make a quick distinction, you can see how many calls can be dialed right now by looking at dialable numbers, whereas you can see how many callbacks are pending a final disposition by looking at ''total_remaining''. | This should be as simple as monitoring the real time metric ''total_remaining''. To make a quick distinction, you can see how many calls can be dialed right now by looking at dialable numbers, whereas you can see how many callbacks are pending a final disposition by looking at ''total_remaining''. | ||
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Latest revision as of 04:02, 29 May 2024
• 日本語
Callback
What is the difference between virtual queue and callback?
There is no difference--virtual queuing and the callback option are the same feature in Bright Pattern Contact Center. For more on virtual queuing, refer to the Virtual Queue Tutorial.
For callbacks, we utilize a method that adds callers to a list, which is then processed by a separate service. Is there a way to monitor how many calls are pending in these lists?
This should be as simple as monitoring the real time metric total_remaining. To make a quick distinction, you can see how many calls can be dialed right now by looking at dialable numbers, whereas you can see how many callbacks are pending a final disposition by looking at total_remaining.
For more information, see the Supervisor Guide, section General Information About Campaign Operation.