Is there any way to check Repeat Callers in BCM ?

[Former Member]

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.

[former_member202106 · Accepted solution]

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

[Former Member · Accepted solution]

Hi Jukka,

Thanks for the reply but am not looking for the preferred agent routing functionality.

I have to check the number of visits for the customer. How to get visits count ?

Regards

Raman

[Former Member · Accepted solution]

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.

[Former Member · Accepted solution]

Hi Anton,

Thanks for the help. It worked for me .

Its returning [{'Source': '1200', 'CallsTooday': 48}] value, please let me know how to parse this data and get value 48.

[Former Member · Accepted solution]

Hello Raman,

use an assign element to write this value to a certain variable. Where value expression (case sensitive) will be str(aa["CallsTooday"]). aa is your customstate identifier.

Hope it will be helpful.

BR,

Anton.

[Former Member · Accepted solution]

Hi Anton,

I have already stored this value ([{'Source': '1200', 'CallsTooday': 48}]) in a variable name CallsCount. But how to parse this value to get no's of call made (48).