Agents can listen to recordings made by customers when a callback has been scheduled. These recordings provide additional customer information that will enable an enhanced callback experience. The callback recording is customized by each organization so that each callback recording request is configured in XCS Set Up. (See XCS Setup: Interaction Handling Flow: Voice Recorder - XTIUM Knowledge Base - The XTIUM Knowledge Base)
The callback recording audio and transcription are presented to the Agent after a callback offer has been accepted. The callback recording information is only presented to Agents if the “Preview” state has been set up by the Supervisor. The “Preview” state is a state used when the Agent is reviewing callback recording information before the callback is dialed. If the “Preview” state is being used, the callback recording and transcription are presented to an Agent in the predefined amount of time. (See < link to Supervisor doc changes>.) After an Agent accepts a callback offer, the Agent state changes to “Preview” if the Agent is not in any other active interactions. If the Agent is already in an active interaction, the Agent state is “Busy”.
- Preview- initial state of Agent after accepting a callback offer that is the initial active interaction.
- Busy state of Agent after accepting a callback that is not the initial active interaction.
The “Preview” state is displayed for the interaction and the Agent state in an orange background. A countdown for the remaining time in the “Preview” state is also displayed.
While in the “Preview” state, Agents can do any of the following:
- Accept the interaction to start dialing the callback
- Decline the interaction to send the interaction back to the queue
- Postpone the interaction
- Delegate the interaction to the supervisor (if this configuration is available)
Agents are presented with the following options when listening to a callback recording:
- Play callback audio
- Pause/stop callback audio
- Rewind callback audio
- Fast forward callback audio
The callback recording transcribed content can also be viewed and copied.
If the Agent accepts the interaction or the “Preview” state time ends, the state changes to “Dialing”.
There is an option in the Agent Monitor to automatically start to play a callback recording after a callback is accepted. This setup automatically starts to play a callback when in the “Preview” state.
Agents can listen to callback recordings for pending callbacks in the callback window.
Supervisor
Preview state is a new state that can be used to define when an Agent is reviewing callback or campaign recorded information. The Agent state is displayed as “Preview” for callbacks after an offered callback is accepted by an Agent when the Agent is handling a new interaction, and before dialing the customer. The Agent state only changes to “Preview” when the offered callback is the initial active interaction. If there are other active interactions at the time when the callback offer is accepted, the Agent status is defined as “Busy” instead of “Preview”. The available callback recording information is only presented in the active callback window if a Preview option
Three options can be set for “Preview” state usage in Supervisor. Using the Max Preview Time Mode and Max Preview Time, the Supervisor determines if the “Preview” state is used and designates the time in which an Agent has in the “Preview” state to listen to a callback recording audio or viewing callback transcribed content.
Max Preview Time Mode
The Supervisor defines if a Preview state is used when an Agent is listening to a callback recording in the Max Preview Time Mode. The options that can be selected are:
- Enable Preview with Recording- Default setting
The Preview status will only be used for callbacks when there is a recording. After the callback offer is accepted, the Agent status changes to Preview (or “Busy”, if applicable). If there is no recording, the callback begins after the callback offer is accepted.
- Disable Preview- The Preview status is never used for callbacks with or without a callback recording. When this option is set, callback recorded information is never presented. The callback begins after the callback offer is accepted.
- Enable Preview- The Preview status is always used for callbacks with or without a callback recording. After the callback offer is accepted, the Agent status changes to Preview (or “Busy”, if applicable).
Max Preview Time
The amount of time allocated to Agents to listen to a callback recording before a callback starts can be defined by the Supervisor. This time begins after a callback offer is accepted. The default amount of time is 30 seconds. During this time, Agents can do any of the following:
- Play callback audio
- Pause/stop callback audio
- Rewind callback audio
- Fast forward callback audio
- View callback recording transcribed content
This pre-defined time is set up in the Business Process Monitor under Callback Timing. The default and minimum time is 1 minute, and this time can be set to a maximum of 90 seconds. This setup time is only used when there is a callback recording.
Supervisor-BP Monitor-Pending Callback
Supervisors can listen to audio and view transcribed content for callback recordings for any pending callbacks under Callback Search.
The audio and transcription for the callback recording are displayed.
Supervisor-Agent Monitor
When an Agent or interaction is in the Preview state, the Preview icon is respectively displayed in the Agent state and/ or Interaction state and highlighted in orange.
Supervisor Counters-Agent Monitor
3 Preview state counters are included in the Agent Monitor.
- Total Preview Time- The total amount of time that an Agent was in Preview state within a current shift.
- Average Preview Time- The average amount of all time an Agent was in Preview state; all-time in Preview state/ number of interactions with Preview state within a current shift.
- Current Preview Time- The amount of time that an Agent is in the Preview state for a current interaction.
Note: A shift includes the time between when an Agent ended the Offline state to the time when the Offline state was started.
The Performance tab for each specific Agent in the Agent Monitor also includes these counters.