Queue Callback Strategies | Reserve Agent & Wait in Queue – Xima Software Support Portal

Overview

When using the Multimedia Service for call routing, one of the options available to you as an Administrator is to choose how your customers will be assigned agents for call handling. One of these considerations is Queue Callback Strategies (QCB). Here we have two options, but first, let's see how a call is reserved and then passed along:

Caller dials into your Multimedia Queue
The caller is presented with an option (normally by selecting the number "1") to request a QCB
Caller schedules this and can be provided an ETA on when they can expect their callback
Call disconnects and a placeholder is set in the queue, essentially representing the caller but without having them wait in the queue
Placeholder finally reaches Position 1 in the queue and Multimedia dials the customer

Reserve Agent Strategy

During the action of Multimedia dialing the customer, the prospective agent is set outside of the queue to avoid receiving any additional calls
At this point, the agent is notified with a screen pop that they are currently reserved for a pending callback being initiated with a countdown timer.
This counter representing 2 minutes and 30 seconds (when freshly generated) represents the caller receiving their callback and being told their options
1. If they are ready to speak with an agent, press 1
2. If they are not ready to speak with an agent and need more time, press 2
3. If they no longer require a QCB, press 3
  - NOTE: Selecting the checkmark as an agent does nothing but acknowledge that you see the notification, it does not clear the QCB
If the caller selects 1, the agent is presented with the call and is able to accept and assist their caller

Wait in Queue

During the action of Multimedia dialing the customer, no agent is set outside of the queue and they will continue to receive normal inbound calls
The caller, while receiving their callback, is being told their options:
1. If they are ready to speak with an agent, press 1
2. If they are not ready to speak with an agent and need more time, press 2
3. If they no longer require a queue callback, press 3
If the caller has selected option 1, then they are placed back into the queue at position 1, but will be answered next.
- NOTE: If the caller is in position 1, they won't hear the callback offer anymore. They are already in position number 1.
  - If you are testing this feature, please have 2 calls in queue as the first will not be offered a QCB

Reserve Agent v. Wait in Queue

The most simple explanation as to why you would choose one over the other is based on expected queue wait times. If you expect short turnaround times, it may be ideal to use the Wait in Queue strategy. If you expect long queue wait times, it may be ideal to use the Reserve Agent strategy.

Troubleshooting: What to look for and what to expect

If you haven't already, please sign up for our webinar on navigating and using Cradle to Grave as this will help in the next section:

If you are receiving information regarding customer experience in regards to the queue callback strategy, Cradle to Grave will help sort out what actually happened
If a caller is stating they never got the offer to request a queue callback, your queue callback ports may have been maxed out. This is something that will show up as a unique event type while they are waiting in the queue.
If a caller is stating that they never got a callback, you would want to locate the ringing event within the callback call and note if the call lasted 1 minute and 15 seconds
- If it did, that may indicate an issue with the handset
- If it did not, it may indicate that the caller may not have acknowledged the call, or their provider may have blocked the attempted call by Multimedia

Additional Resources

Here are some additional articles that may help you resolve any QCB issues:

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