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The Reschedule Callback Node in Guided Workflows allows agents to modify the timing of a previously scheduled callback, offering flexibility to adjust appointments as needed. This feature ensures that users can still receive timely assistance, even if circumstances change after the original scheduling.

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Key Benefits

1. Increased Flexibility: Agents can reschedule callbacks to accommodate both user and agent availability, ensuring that customer interactions happen at the most convenient times.

2. Improved Customer Experience: Users who need to adjust their callback times can do so easily, enhancing satisfaction and reducing missed calls.

3. Optimized Agent Workload: By rescheduling rather than canceling callbacks, agent availability is better managed, helping to balance the team’s workflow efficiently.

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Various Fields

• Task Id for callback which needs to be rescheduled: The ‘Reschedule Callback’ element includes a mandatory field to capture task Id, ensuring precise identification of each callback task. This allows the system to accurately match and update the correct task during the rescheduling process. 

• Priority: You can select the priority rank for the callback. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’. 

• Callback Number: You can enter the customer number for the callback. 

• Time for Callback: You can either specify the time for callback in epoch format or dynamically fetch it from the available entities via resource selector. If left blank, the customer will be called as soon as any agent becomes free. 

• Note: You can enter a note or select a resource to be associated with the callback. 

• Assign to: You can either select ‘Work Queue’, or ‘Agent’ to assign the callback. 

• Select Work Queue / Agent: You can choose the appropriate work queue / agent for callback assignment.