VHT

[Adam G]

Wondering if anyone knows if VHT, by default, re-prioritizes a callback/caller at the head of a Queue?  And, if so, what is the knock-on effect of overuse?

Thanks

[Kubig]

I am not totally sure, but if I remember good, VHT does not use "priority" at all ( I am not sure about "reschedule" action).

[Adam G]

That is my understanding, too.  VHT allows callers to book callbacks when the EWT hits a threshold - but the Service must be pre-configured with defined callback booking times that [i]assume [/i]the contact center will not be busy during that period.  Of course, if it isn't busy at the callback time then it's all good.

Otherwise, it's just a delaying tactic which provides a callback service and places the caller back in same Queue, at a later time... and I'm not sure that that is in any way beneficial to the caller, nor does it provide a quality service.

Or maybe I am looking at this wrong?

[genesysguru]

Hi,

Quite as few years since I implemented VHT with Genesys and things might have changed since but if I remember correctly VHT just makes a predictive call and how you handle the priority when the Customer answers is down to you in the associated strategy invoked in the same was as an outbound campaign call essentially.

Some info in my old blog posts:

http://genesysguru.com/blog/blog/2011/08/28/virtual-hold-analyser/
http://genesysguru.com/blog/blog/2010/06/13/vitual-hold-preview-mode/
http://genesysguru.com/blog/blog/2009/10/02/virtual-hold-resilience/


Regards
Craig

[Adam G]

Thanks Craig - I was up to speed with the tech, but wanted to understand more about the operational aspects.  I think the fundamental "error" in operation that I am seeing is a local VHT instance installed which is not tied to EWT for the callback - it has a block of hours during any working day which is allocated for recalls/redials - and these times may or may not be busy periods.  Although VHT calls are a higher priority when they are presented in the Queue, my observation is that this is not a quality service and it seems a bit self-defeating, since the callback may well just sit in a high EWT Queue again...