Callbacks that are waiting in the queue may need to be updated as business priorities and routing requirements change. For example, you may need to increase the priority of a callback, update the skills required to handle it, or expand the pool of agents who can receive it. Managing these updates individually can be time-consuming, especially when multiple callbacks require the same changes.

Callback Macros make it easy to update multiple pending callbacks at once from the Callback Manager. Using a macro, you can update callback priority, add, remove, or replace callback skills, and add or remove backup queues in a single action. This helps ensure that callbacks remain aligned with your latest routing strategy and improves the likelihood of timely assignment.

By allowing bulk updates, Callback Macros reduce manual effort, improve routing flexibility, and help teams respond quickly to changing operational needs. They also support better queue management by expanding the set of eligible agents when required, helping prevent callbacks from remaining unassigned for extended periods. All changes are recorded in audit logs, providing visibility into who made the updates and when they were applied.

Accessing Callback Macros

1. Navigate to the Callback Manager and review the list of scheduled callbacks. For more details, see Scheduled Callbacks.

2. Select the callbacks you want to update using:

   1. Individual checkboxes

   2. Multi-select

   3. Select All based on applied filters

3. Apply a Callback Macro.

   1. Click Apply Macro and select the callback macro you want to execute. A callback macro can contain one or more actions that will be applied to all selected callbacks.

4. Review and Confirm Changes.

   1. Before execution, the system displays a summary that includes:

      1. Number of selected callbacks.

      2. Existing settings.

      3. Proposed updates.

   2. Review the information and confirm the action.

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      Note: This functionality applies to macros configured as "Schedule Callback" type.

5. Review Execution Results.

   1. After the macro runs, the system displays a notification showing:

      1. Successfully updated callbacks.

      2. Failed callbacks.

      3. Skipped callbacks.

      4. Reason codes, if applicable.

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Callback Macros Actions

Callback Macros support multiple actions that can be executed individually or together. Currently following are the available actions:

1. Set Backup Queue: Use this action to add or remove backup queues. Backup queues increase the number of agents who can be considered for callback assignment when agents in the primary queue are unavailable.

   For example:

   • The callback is initially assigned to Queue Q1.

   • You add Queue Q2 as a backup queue.

   • The callback can now be routed to an eligible and available agent from either Q1 or Q2, improving the chances of faster assignment.

   Note: A backup queue acts as an additional routing option for a callback. When a backup queue is assigned, the callback is no longer restricted to agents from the original queue.

2. Set Priority Rank: Use this action to change the priority of one or more callbacks. Callbacks with a higher priority are given preference during routing, helping ensure that more urgent customer requests are handled sooner.

   For example:

   • The callback is currently assigned a priority of 5.

   • You update the priority to 1.

   • The callback is now treated as a higher-priority interaction and is considered for assignment ahead of callbacks with lower priorities, based on the routing configuration.

3. Set Required Skills: Use this action to modify the skills assigned to one or more callbacks. Updating callback skills allows you to align pending callbacks with current routing requirements and ensure they are assigned to agents with the appropriate expertise.

   You can perform one of the following actions:

   • Replace Existing Skills: Removes all currently assigned skills and replaces them with the selected skills.

   • Add Skills: Adds new skills while keeping the existing skills assigned to the callback.

   • Remove Skills: Removes selected skills without affecting any other assigned skills.

     For example:

     1. The callback is currently assigned the Billing skill.

     2. You choose the Add Skills action and add the Retention skill.

     3. The callback is then associated with both Billing and Retention skills, allowing it to be routed to agents who meet either skill requirement, based on the configured routing rules.

        Each skill can also be assigned a proficiency level to help route callbacks to agents with the appropriate level of expertise.

Callback Macros and Routing Configuration

Callback Macros can be applied at different stages of a callback's lifecycle. Depending on when a macro is applied, the updates may take effect immediately or when the callback becomes eligible for routing.

1. When a callback has not yet entered the queue

If a callback has not reached its scheduled callback time, any updates made through a Callback Macro are applied before the callback becomes available for routing.

Example:

• Primary Queue: Q1

• Backup Queue added through a Callback Macro: Q2

When the callback becomes eligible for assignment, agents from both Q1 and Q2 can receive it.

2. When a callback is already waiting in the queue

If a callback is already waiting in the queue and routing config has not yet been evaluated, the changes made through a Callback Macro are considered immediately.

Example:

• Primary Queue: Q1

• Backup Queue added through a Callback Macro: Q2

The callback can now be assigned to eligible agents from either Q1 or Q2, increasing the available pool of agents.

3. When routing updates have already been applied

Routing Configuration evaluates a callback only once. If Routing Configuration has already updated a callback and a Callback Macro is applied later, the values from the Callback Macro take precedence.

Example:

Routing Configuration sets:

• Priority = 3

A Callback Macro later updates the callback to:

• Priority = 1

The callback will be routed using:

• Priority = 1

Unlike Routing Configuration, Callback Macros can be applied multiple times, allowing you to make additional updates whenever routing requirements change.

Validation Rules

Before applying a Callback Macro, the system checks whether each selected callback is eligible for updates.

You can update callbacks that are:

• Pending, but not yet ready for assignment.

• Waiting in the queue and available for routing.

You cannot update callbacks that are:

• Currently active.

• Already assigned to an agent.

• Completed.

If a selected callback is not eligible for an update, it is skipped automatically. The system displays a reason for the exclusion, allowing you to identify which callbacks were not updated and why.

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Audit Logs and Execution Summary

Whenever a Callback Macro is applied, the system automatically records the update in the audit logs. This provides visibility into the changes made and helps teams track callback management activities over time.

The audit record includes:

• The user who executed the Callback Macro.

• The date and time when the update was performed.

• The actions that were applied.

• The previous callback values before the update.

• The updated values after the changes were applied.

• Any callbacks that were skipped, along with the reason they could not be updated.

After the macro execution is complete, the system displays a summary showing the outcome of the operation, including the number of callbacks that were successfully updated and any callbacks that were skipped during processing.