This article will go over how to use the scheduler control to create calendar based scheduling as well as how to change the behavior of an application based on operating hours.
Smoothing demand with scheduled callbacks
When there is increased demand to get a human agent on a call with a customer, this typically results in long wait times, as oftentimes there aren't enough agents to field the demand that is coming in. One way to remediate this is through call deflection and enable your customer to schedule a time to have the agent call back.
One method of smoothing demand with scheduled callback is through call deflection to SMS. The journey would look something like this:
- Customer makes an inbound call and IVR asks if customer would like to stay on hold or schedule a time to call back.
- Customer chooses to schedule a time to call back
- Customer receives an SMS message with a link to an application to schedule their callback time
The application that is sent to the customer includes the scheduler web control where the customer can go and select a time slot to be called back at. Below are steps to integrate the scheduler web control within an application.
Adding the scheduler web control and connecting to a calendar
- Add the scheduler control to the web page by clicking on '+' next to the web page
- Once the scheduler is added to the stage, you can configure the control properties as well as the scheduler properties. To connect a calendar to the scheduler control, go to the inspector and select a calendar from the dropdown list. The calendar selected will determine what time slots show up to the end user.
Creating scheduler app object
In order to write back the selected time slot, create a schedule object in AirData to store the selected time slots. Within AirData there is a built in schedule object that can be created without much configuration.
- To add a scheduler to AirData, go to Data Builder and click on the '+' icon to Add Schedule. This will create a predefined schedule object that you can associate with your scheduler. You are also able to add additional properties as well.
- Rename the schedule object and Save. This example will use the name 'CustomerSchedule'.
Writing to the scheduler app object
Once the scheduler app object is configured, it can be used to store a user's selection from the scheduler web control. To write back the selection to AirData, the scheduler control needs to be connected to the scheduler app object.
- Select the scheduler control in the tree. In the inspector, configure the Schedule to the schedule app object you created.
Once configured, the scheduler will automatically write to the scheduler object whenever a time slot is selected.
Changing behavior based on operating hours
There are a few different approaches to restrict the ability to send/receive calls or texts outside of operating hours. The first approach is to enforce TCPA restrictions through the use of calendar restrictions on calendars and Timers. For more information on TCPA, see How to enforce TCPA.
Another approach is through the use of the Calendar Search data operation. The Calendar Search data operation has the ability to check and see if there are currently any time slots available in the current time, can check in the previous time window, as well as the upcoming time window. The video below will walk through the scenario of building out an experience where if the user is checking the application at a given time, and will give them the option to schedule a time slot (if user is not within operating hours) or give them the option to call (if user is within operating hours).
For additional reference and information on calendar based scheduling, below are some additional topics to dive deeper and may be useful.