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The Scheduled Callback feature enables workflows to automatically schedule outbound calls to a specified number, assigning the call to a queue, specific agent, or particular journey stage. This tool enhances customer service by allowing users to request callbacks, ensuring timely follow-ups and reducing wait times.

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Key Benefits

1. Enhanced Customer Convenience: Users can request callbacks at their preferred time, reducing wait times and improving their overall experience with the service.

2. Efficient Resource Allocation: Calls can be automatically routed to available agents or specific queues, optimizing agent workload and ensuring that callbacks are handled efficiently.

3. Increased Engagement: Scheduled callbacks ensure that users receive timely assistance, enhancing engagement and satisfaction by following through on customer needs.

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Various Fields

• Type of Callback: You can select either a ‘Normal’ or a ‘Manual’ callback. In case of a ‘Normal’ callback, the user can schedule the callback in the ‘Time for Callback’ field. 

• 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. 

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  Note: If the Dynamic Input Type toggle is enabled for priority rank, you can select a dynamic variable to determine the value at runtime. A static value can also be configured as a fallback, which will be used only if the selected dynamic variable fails to resolve or is undefined during execution.

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

• Use Last Outbound Campaign Skill: This option allows the system to utilize the skill set from the most recent outbound campaign that the agent was involved in. It ensures that the callback is handled by agents with relevant experience and expertise. 

• Use Callback Campaign from Voice Campaign: This option enables the callback to be associated with the same campaign as the voice campaign. 

• Callback Campaign: You can select the callback campaign from the dropdown which will be used to call the customer. 

• 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. 

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• Case Number: If left blank, the current case will be chosen by default. You can enter a specific case number if needed.

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

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

  • On the selection of ‘Work Queue’, you can define the required ‘Skills’ and corresponding ‘Proficiency’ required by the agents in the queue to manage the callback.

  • The user can either select ‘Static Input’ from the ‘Input Type’ dropdown and enter the values manually or select ‘Dynamic Input’ and enter the values using the resource selector ‘${x}’. 

• Expire Timeout: You can set the time in minutes before the callback expires. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’. 

• Reassign Timeout: You can set the time in minutes before the callback is reassigned. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’. 

• Preview Time: You can define the ‘Preview Time’ for previewing callbacks in seconds. If no preview time is specified, the system defaults to the preview time defined in the callback dialer. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’. 

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• Reassign to: You can either select ‘Work Queue’ or ‘Agent’ to reassign the callback.

  • On the selection of ‘Work Queue’, you can define the required ‘Skills’ and corresponding ‘Proficiency’ required by the agents in the queue to manage the callback.

  • The user can either select ‘Static Input’ from the ‘Input Type’ dropdown and enter the values manually or select ‘Dynamic Input’ and enter the values using the resource selector ‘${x}’.  

• Re-assign Preview time: The ‘Reassign Preview Time’ specifically applies to calls that undergo reassignment through a reassign action. You can configure this field as the designated preview time for callbacks, with the input provided in seconds. The user can select a value from the resource selector by enabling the toggle for ‘Dynamic Input Type’.

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