This article is for testing purposes only after Queued Callback has been configured.
Note: This is a default setup of how to scheduling a Queued Callback, results may vary.
Scheduling
1. Set all agents to not ready. Call into the Skill Group.
2. Wait for the Queued Callback offer message. "All of our representatives are assisting other customers. Rather than wait on hold, we can call you back when it's your turn. You will not lose your place in line if you choose to use this service. To receive a callback, press 1. Otherwise, please stay on the line and a representative will assist you shortly " This message will play at different times depending on what's been selected. See the queues option on the project workbook for more details.
3. Press 1 to schedule the callback. You will then be asked to confirm or enter a new callback phone number. Once complete you should hear "Thank you. Your queued callback has been confirmed. Good Bye" You can now hang up the call.
4. Reporting (optional)
- Using Cradle to Grave, you'll be able to see a scheduled Queued Callback.
- Using the Group Timeline, you'll be able to see a pending Queued Callback. Click on the "Queued Calls" tab on the left pane.
Receiving (Agent Experience)
Depending on the Queue Callback Strategy that was selected the agent experience will vary.
- Reserved Agent: The customer will receive a callback when it is their turn to speak to an available agent. When an agent becomes reserved for a queued callback they will receive a pop-up through their Dashboard. This pop-up is just informative to let the agent know the callback is going out, it's ok to click to checkmark to clear the pop-up.
An agent must be ready for a Queued Callback to dial out when using Reserver Agent. For Example:
- Not on MM-DND
- Voice Channel is Activated
- Enabled in applicable skill group
Please see How to take calls from the Skill Groups for additional info.
- Wait in Queue: The caller will receive a callback when they reach position 1 in the queue regardless if there's an available agent or not. The agent does not receive a pop-up for this Strategy. The customer is connected to the next available agent. If no agent is available they will wait in the queue until an agent does become available.
*Note: If testing with Wait in Queue enabled, you'll likely get a queued callback before the call is complete if you're already in position #1
Receiving (Caller Experience)
When the caller answers their Queued Callback they will be presented the following options:
- "If you are ready to speak with an agent, press 1".
- "If you need more time and would like a call in about {Estimated Wait Time} Press 2".
- "If you no longer need to speak with an agent and would like to cancel your queue callback, press 3".