Report on callers who ring back

[PFCCWA]

Hello,

I thought this has been asked by myself or someone before but cannot locate a post which covers it.

Is it possible to report on callers who ring back multiple times because their initial call was not answered first time or abandoned for any reason.

We use CCA/CCPulse/SIP 8 Genesys solution and have been asked by a customer whether people who call on a weekend (when they are closed) attempt to do so again during the subsequent week.
I think it might be useful to know an existing software application which can produce this.

I have read using a proactive routing strategy genesys can create a dialler campaign list of anyone who dials and abandons because they were queuing too long, following which a preview campaign is run automatically.

Thanks,
WA

[René]

Hi WA,

Based on provided list of deployed applications/solutions - CCA/CCPulse/SIP 8 - you won't be able to find out required information as CCA provides only aggregated statistics and not call level details.

You have two (at least) options:
1/ Store caller's number and time into custom table and analyse these data later to find out typical behavior
2/ Deploy Genesys Interaction Concentrator (ICON) that will provide you will call level details so you can do the same analysis + much more (ICON is licensed and is part of Info Mart solution)

R.

[tony]

FWIW, taking 1/ a bit further....

I guess it would be possible to extract the caller's ANI and write it to a Table with a TimeStamp, via a Routing Strategy/DAP - if the ANI information is presented by your telephony provider.

After that, a bit of DBA magic should get you a list of duplicates ready for inclusion in a Calling List/Campaign.

TT

[genesysguru]

You could always write a custom data collector using the PSDK like I did here: http://genesysguru.com/blog/blog/2011/04/01/geo-mapping-of-calls/

Craig