on 07-04-2014 12:20 PM
Hi All,
Is there any way to check repeat caller in BCM.
Eg. If a customer is calling 3rd time in a day or 10th times in last 5 days we have to give special treatment to that customer by sending directly to Supervisor.
Please let me know how to check customer visits in BCM.
Hi Raman,
you could use Preferred Agent functionality. Check out SAP Note 1951158 - there you can see example how to create such a IVR thats searches if customer has called earlier.
Regards,
Jukka
SAP Contact Center team
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Hello Raman,
as Jukka said, look at the note: 1951158.
In Attachments block find DB_Query_Customizer.zip.
1. Use DB_Query_Customizer.py as an example from DB_Query_Customizer.zip.
2. Paste this code into query variable:
SELECT BCMMD_DSArea.dbo.TAContactLog.Source, COUNT(BCMMD_DSArea.dbo.TAContactLog.Source) as CallsTooday
from BCMMD_DSArea.dbo.TAContactLog
where (BCMMD_DSArea.dbo.TAContactLog.LogTime > DATEADD(day, -1, GETDATE()) and BCMMD_DSArea.dbo.TAContactLog.LogTime < DATEADD(day, 1, GETDATE()))
group by BCMMD_DSArea.dbo.TAContactLog.Source
3. Add this file in Customizers block of your custom IVR.
4. In you IVR add customstate element to execute this .py file
5. Using IF statement, make transfer to Supervisor's queue if CallsTooday>1.
Hope it will be helpful.
BR,
Anton.
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