Posted: 1 Oct 2020 10:07 EDT Last activity: 1 Oct 2020 12:26 EDT
Contact Center for both inbound and outbound
In Pega 8.4 Framework strategy under 'Channel Logic' sub strategy for both 'Inbound Channel Processing' and 'Outbound Channel Processing' sub strategy I saw contact center channel has been incorporated with filter condition as @equals("CallCenter",.pyChannel) || @equals("Retail",.pyChannel). Based on this observation I have below questions:
In which case you treat contact center as Outbound channel? As all in my previous implementation we treated contact center as inbound channel
How the execution will happen?like when contact center executive will log in will they see 2 different container one for inbound proposition and other for outbound proposition as per below method?
For Inbound: Based on customer data decisioning will be executed in real-time and show NBA
For Outbound: Based on some Predefined Schedule (Primary schedule) show already executed NBA
The Call Center channel treatments have an extra dimension to them to classify their direction is inbound or outbound. The idea around outbound call center treatments is to use them as a vehicle to initiate a call queue for outbound call centers via a regularly scheduled outbound run, just like you would for other outbound channels like Email and SMS for example. The best practice is to use that call queue purely as an activation mechanism to call the customer, but once the call goes through, you would make an NBA call in the Call Center application via a container to get the actual NBA for them in case their context might have changes between when you made the initial decision to call them in the outbound run and getting into contact with them. While this is a best practice, you could just use the original queue to include details on the offer/action to present during the call as well.
So to answer your processing question...outbound scheduled runs would pull in all Call center outbound treatments, if defined, and emit them to a queue to be picked up by the outbound call center agents. If the request id for inbound, it would only pull in inbound treatments and not include the outbound call center treatments.