How to Impact the Dial Pacing of Callbacks in Mindful

Troubleshooting Scenario

Use this guide if you believe that callbacks are not being answered by agents before normal holding calls, and you would like to adjust the pacing of callbacks to address the issue. Updating the configuration of the Call Target can help to meet the expectation that callbacks will be answered within the expected timeframe.

NOTE

Dial pacing only comes into play when using the Customer First Callback Strategy, since customers are generally dialed before an agent becomes available.

Customer hold time can be nearly eliminated by using the Agent First Callback Strategy instead, but there are advantages and disadvantages to either approach.

Troubleshooting Tips

You will need to consult the Mindful Callback system and the contact center's Average Speed of Answer (ASA) metric to find the ideal configuration for the pacing of callbacks. Take note of the following values to assist in troubleshooting.

Client administrator	Mindful Callback troubleshooter
Determine the ASA for the agents answering the callbacks in question. Determine whether the Call Center Phone Number of the Call Target in question leads to a high-priority queue.	Determine the interval Estimated Callback Time (ECBT) for the callbacks you are investigating. Note the value of the Max Queue Depth setting for the Call Target in question. Note the value of the Minimum Callback Delay setting for the same Call Target.

Client administrator

Mindful Callback troubleshooter

Determine the ASA for the agents answering the callbacks in question.
Determine whether the Call Center Phone Number of the Call Target in question leads to a high-priority queue.

Determine the interval Estimated Callback Time (ECBT) for the callbacks you are investigating.
Note the value of the Max Queue Depth setting for the Call Target in question.
Note the value of the Minimum Callback Delay setting for the same Call Target.

In general, there should be an ideal combination of Max Queue Depth and Minimum Callback Delay for each Call Target that will cause the interval ECBT to be higher than or equal to the ASA for the associated agents.

When the ECBT is higher than or equal to the ASA, that means that agents should always be available to answer callbacks right away. If the ECBT is lower than the ASA, then customers who have been called back can find themselves waiting on hold for longer than expected.

The values of Max Queue Depth and Minimum Callback Delay may require changes over time, but they should not be needed often.

IMPORTANT

If the ECBT grows too high, the callback acceptance rate can decrease. If your configuration changes cause the ECBT to grow too much higher than the ASA, readjust these settings and test again.

How to Impact the Dial Pacing of Callbacks

Troubleshooting Scenario

Troubleshooting Tips

What's Next