From Bright Pattern Documentation
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= Callback= | |||
== 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''. | ||
For more information, see the ''Supervisor Guide'', section [[supervisor-guide/GeneralInformationAboutCampaignOperation|General Information About Campaign Operation]]. | For more information, see the ''Supervisor Guide'', section [[supervisor-guide/GeneralInformationAboutCampaignOperation|General Information About Campaign Operation]]. | ||
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[[Category:FAQ]] | |||
[[Category:FAQ]] | |||
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.