From Bright Pattern Documentation
Contents
- Introduction
- Agent Desktop
- After Call Work
- Agent Desktop Helper Application
- Not Ready
- Outbound Calls
- Queue
- Rejecting Calls
- Selecting Services
- Voicemail
- Contact Center Administrator
- 1 Callback
- Caller ID
- Email SMTP Settings
- Exporting Recordings
- Help Screens
- Hold Music
- Outbound Campaigns
- Recordings
- Recovering Past Recordings
- Scenarios
- Services
- Skills
- Supervisors
- Users
- Virtual Queue Configuration
- Reporting
- Aux Codes
- Customizing Reports
- Dispositions
- Interaction Records
- Interpreting Reports
- Metrics
- Occupancy
- Removing Users from Reports
- Report Access
- Report Execution Error
- Reporting Database
- Reviewing Scenario Steps
- Scheduled Reports
- Which Report to Use
- Scenario Builder
- Video Tutorials
Frequently Asked Questions
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.