Hi,
We are having situations where a callback is having multiple Media Types, generating also multiple WrapUp's at the same time for each different Media Type. What's the possible for explanation for this kind of behavior?
I leave prints demonstrating what is happening.
Thanks in advance,
João
That is how callbacks work.
They're a wrapper holding space for the call attempts.
You accrue different data about what happened during a segment based on participant, purpose and media type.
Depending on your configuration a single customer level call back could have multiple agent level call back attempts, from a combination of one or more agents, until the callback is resolved.
In this case the participants purposes for the callback and call are exactly the same (Agent) and I get different WrapUps for both of the MediaTypes. It's almost like we have 2 different interactions...
If the interaction comes from a callback it would make much more sense to have a single WrapUp associated with that MediaType and not having duplication with the call one (like we see in the 2nd print).
That's how they intend it to work.
The same agent owns both a segment of the callback and a segment of any voice that occurred during the callback (if any, cause it's also possible for the agent do absolutely nothing in some configurations). Both of those distinctly different purposes are happening in parallel. Both can contain data that is distinct and data that overlaps.
You'll see the same concept up top where the customer had both the initial call and then the callback.
Most of how callbacks work is stupid and kludgey from a data perspective. Won't argue it, can't justify it, can confirm this is how they built it and this is their 2nd revision of how they operate, the previous was even worse.
Every purpose has it's own associated metrics, which you can see broken out in this expanded visualization of the standard timeline;
You shouldn't combine data from different purposes and media types without a very detailed understanding of what you're doing, because some of it will be redundant when removed from it's context, and you can't assume the same metric means the same thing across all the different purposes and mediatypes it can occur in because some do and some don't and the documentation is meh at best.
The thing is those different metrics for different purposes can contain also different dimensions like the case of WrapUps, with each MediaType having its own... I understand the different purposes but can't understand how the Callback and Call has each one its own WrapUp.
From data and reporting perspective is very difficult to navigate this because for example we want to know that this was a callback and the metrics and dimensions associated with it. But what we get is a different Wrap Up in a parallel MediaType (Call).
You're not meant to report on an entire interaction as a single monolithic event.
Each interaction (can) contain multitudes.
As best I can tell they also think that means call backs and voice calls should be reported on independently of each other. You can see this philosophy reflected in the way the interaction viewer only lets you select one media type at a time. The "all" option is fairly new.
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