First, imagine we have two skill groups at a site. This is how the queues work:
However, in order to understand how QCB ports works, you need to think about all skill groups collectively (at least the ones set to offer QCB).
Next, think of QCB ports as "how many people will hear the QCB offer announcement". This is NOT how many total callbacks can be scheduled.
Let's pretend this site has our base package of Queue Callback which only includes 4 ports of QCB.
As calls either reach an available agent OR choose to schedule a QCB, the QCB offer message will then be available to the next caller in queue. Another way to think of it is the 4 callers still on the phone in the queue, who have the longest wait time, will be offered the QCB message and ability to schedule a QCB.
For example, let's pretend the caller in position #3 chooses to schedule a callback. Once successfully scheduled, they will no longer be on the phone but their spot in queue will be held. However, the caller who is in position number #5 will now hear the QCB message.
When a caller does reach the threshold of QCB ports, this is referenced in Cradle to Grave as "QCB Port Aquired". If the caller is still outside of the available number of QCB ports, Cradle to Grave will show the line "QCB Port Unavailable"
The number of QCB ports DOES NOT affect the potential number of queue callbacks pending. The number of scheduled QCBs is not restricted.
Even though the customer may only have 4 ports, the below example is possible:
Because the number of ports may not be enough to cover all the calls waiting in the queue, it is crucial that the "QCB Related" setting for any queue announcement offering QCB is set to "True." This includes any composite or custom messages that offer a queue callback.
If properly set to "True," Chronicall will not play this message to callers who have not acquired a QCB port. It will also not play the message to callers who have re-entered the queue after receiving a queue callback.
If this was improperly set to "False," callers who have not acquired a QCB port will hear the message but will not be able to elect the QCB and enter the QCB scheduler. They will simply press "1", nothing will happen, and they will report it as broken.
Updated almost 4 years ago