Caseworker information

Caseworkers and account representatives have tough jobs and Callback Coach gives them the information and control they need to be effective. Each contact request is stored in a central database and accessed by the caseworker on a simple control console:

The control console contains a list of queued callback requests assigned to the current agent. The list of callbacks has such columns as Claim Number, Phone Number, Status, Wait Time, and Created.

Caseworker options

Callback Coach allows the caseworker to select requests by clicking them in the form. Moments later the caseworker’s phone rings, Callback Coach plays the client’s name and recorded message, and pops a contact processing form on to the caseworker’s screen:

Caseworker options include:
   1. Call now – Callback Coach automatically dials the client and connects the caseworker.
   2. Reply to message – Caseworker is able to leave a confidential message for the client.
   3. Cancel callback – Caseworker is able to cancel the callback.

Supervisor options and reports

No contact center system is complete without effective supervisory information. The primary supervisory tool is the Current Status report and menu shown here:

Other supervisory tools included on the File menu are:
      – Connect to Server – If the server connection was successful, this menu item is disabled.
      – Disconnect – Closes the connection with the server.
      – Exit – Application closes.

Other reports available on the Reports menu are:
      – Period Status
      – Current Detail
      – Daily Detail

Current Status report

The Current Status report contains a list of all active agents. The list columns consist of:
      – Agent ID – Agent name.
      – Callbacks today – Quantity of callback requests processed by the agent.
      – Callback in queue – Quantity of callback requests still not processed by the agent.
      – Oldest Wait Time – Oldest wait time of a callback in queue.
      – Longest Wait Today – Longest wait time in queue today.
      – Avg. Wait Today – Average wait time of all callback requests.

When the window is active, the Reports menu contains the following options:
      – Refresh list – Refreshes the list. If the checkbox:
             Enable automatic refresh Current Status report by timer is checked, the list is refreshed
             by the timer.
      – Detail by selected Agent –The Daily Detail report is shown with callbacks assigned to an agent.

Current Detail report

This report contains callbacks that have not been processed.

Right-click a callback to view the following options:
      – Filter By Current Agent – Filters the list by the highlighted agent.
      – Clear Filter – Clears the current filter.
      – Reassign Callback – Allows callbacks to be reassigned to another agent.

Yellow and Red Alarm report

The user is able to set the threshold values for the Yellow and Red Alarm values. If the wait time of a callback is longer than the Yellow Alarm threshold, then a yellow triangle with an exclamation point appears in the left column. If the wait time of the callback is longer than the Red Alarm threshold, then a red triangle with an exclamation point appears in the left column. If the wait time of a callback is less than the Yellow Alarm threshold, then the left column is empty.

Alarm notification and action options

Callback Coach provides a variety of alarm notification and action options:
       – Pop-up message to caseworker with an option to call now, open the caseworker control console,          reschedule the alarm, or forward to the supervisor if the contact needs to be reassigned.
      – Pop-up message to supervisor with an option to call now, reschedule the alarm, or reassign to another          caseworker.
      – In the case of a red alarm condition, the supervisor has the option of enabling an automated message          stating that all caseworkers are extremely busy, and the normal callback delay threshold has to be          extended.

Reassign Callback Console

There are many reasons that a supervisor may want to reassign callbacks, typically this occurs when a caseworker is unavailable. Pressing the Reassign Callback button or menu item displays the following window:

This window contains the necessary information about the callback request, such as Agent ID, Claim Number, Phone Number and Creation Date. To reassign the callback request, the supervisor should select one of the available agents shown in the drop-down menu at the bottom of the window. After clicking the OK button, notification about the reassigned callback is sent to the data server. This window can be opened only if a callback request is not being processed.

Period Status of callbacks processing

The Period Status report is opened by clicking Reports | Period Status, or from the main toolbar. After it has been opened, the Period Status Report Params window is shown. The Start Date, End Date, and Agent ID should be specified here. To create a report for all agents, choose All from the list of agents.

Click OK to create the Period Status report:

Daily Detailed information about callbacks processing

The Daily Detail report is opened by clicking Reports | Daily Detail reports, or from the toolbar. After it has been opened, the Daily Detail Report Params window is displayed:

After an agent is chosen from the drop-down list, click OK to display the Daily Detail Report:

Callback Coach’s advanced options