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Contact Center for both inbound and outbound
Hi,
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
Victor