Best practices for grouping Call Targets using DNIS mapping

Mindful Call Targets can be configured in a variety of ways to prescribe how Mindful Callback operates. In the case of a single agent pool that's multi-skilled, we recommend grouping the pool into a single call target, which can be consolidated using DNIS Mapping in Mindful Callback.

With this configuration, Mindful can see the answered events as a whole, rather than split across different call targets. Without grouping, you'll see increases in return call hold time (RCHT), issues with call pacing, and drastically fluctuating and inaccurate estimated callback time (ECBT).

When to Group Call Targets

Mindful recommends grouping call targets where calls in those queues are handled by the same group of agents at the same priority. This provides the following benefits:

  • More accurate expected callback time announcements
  • Lower return call hold times for customers
  • Improved callback punctuality
  • Easier call target tuning

When Not to Group Call Targets

There are a few cases where you shouldn't group multiple contact center queues into a single call target.

  • Particular branding, messaging, and language: If the presentation of voice files or notifications needs to be branded or intoned a certain way for different contact center queues, consolidation into a single call target is not currently possible. Likewise, if there are multiple languages, Mindful can't play separate language voice files for the same call target, so consolidation won't work where the target queues use more than one language.
  • Business or operating hours, or time zone: Consolidating skills or LOBs with their own individual hours of operation is not currently possible.
  • Reporting: Don't consolidate if skill of LOB distinction is important within Mindful's reporting.

Impact of Call Target Design on ECBT

Scenario 1

Calls for the same agent pool are grouped in the same call target.diagram of agent answer events in scenario one

Scenario 2

Individual call targets are set up for each skill or call type, even though they're answered by the same agent pool at the same priority.

diagram of agent answer events in scenario two

For more information, see the Dynamic DNIS Mapping section of Contact Center Settings.