​Queue Callback is aimed at enhancing both customer experience and agent productivity during periods of high call volume. Rather than waiting on hold, customers can opt to receive a callback while retaining their place in the queue. When an agent becomes available, the system automatically calls the customer and connects the call, reducing perceived wait times and improving satisfaction.

This functionality is particularly valuable for contact centers managing large volumes of inbound calls, helping to lower abandonment rates and support adherence to service level agreements (SLAs).

Configuring Queue Callbacks

Queue Callback can now be offered in any IVR type, even before the customer enters the queue.

This functionality improves customer experience by allowing them to request a callback early in the IVR flow, reducing wait times and enhancing flexibility. Once a callback is requested, the system ensures FIFO fairness, tracks the customer’s position in the queue, and resumes the IVR flow seamlessly when the callback is connected. Perform the following steps to configure Queue Callbacks in IVR builder:

1. Queue Callbacks can be configured in the Wait Time Queue or Inbound IVR.​​

2. Once the caller confirms they want a callback, the Queue Callback node should be added in the IVR to schedule the Queue Callback.​​​

3. Enter the following details on the Queue Callback Node.

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   1. Select the Name from the drop down menu.

   2. Enter the Callback Number.

   3. Select the Use Callback Setting from Voice Campaign checkbox if you want to use the callback settings configured in the voice campaign.

      Note: It is recommended to not select the Use Callback Setting from Voice Campaign checkbox, instead create or select a new Callback Setting.

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   4. Select the Callback Setting from the drop down menu. Toggle the Dynamic Input Type if you want to pass the callback setting dynamically at runtime.

   5. Select the Work Queue from the drop down list.

   6. Enter the Note that is visible to agents during the callback preview.

   7. Enter the Expire Timeout and Preview Time.

   8. Click Save.

   Note: In case of Queue callbacks, assignment settings, such as skills, assignment rules, and the work queue, are automatically inherited from the original inbound call during which the callback was requested.

   • The work queue, skill assignments, and routing rules from the initial inbound call are retained and applied when the callback is initiated.

   • These assignment parameters cannot be modified within the callback workflow setup.

   • For Inbound IVR, Skills and Priority are set from the Skills and Priority node respectively.

   Refer to the following table to know the details of the Queue Callback screen.

   Parameter	Description
   Name	Name of the callback node.
   Callback Number	Number that the system dials when the callback is triggered. You can either set a static number or use a dynamic variable, such as ASSET_ID.FROM to pull the in the number from which the customer called.
   Use Callback Setting from Voice Campaign	When this checkbox is enabled, the system automatically uses the callback settings/callback campaign from the voice campaign. If no campaign is configured, the system uses a default dialer that calls the customer using the last voice app from the conversation. Note: It is recommended to not select the Use Callback Setting from Voice Campaign checkbox, instead create or select a new Callback Setting.
   Callback Setting	Selects a predefined callback setting/callback campaign. The callback setting defines how the callback is made, things like retry logic, time intervals between retries, and other rules.
   Work Queue	For IVRs other than Wait Time IVR, a new mandatory field is Work Queue is added. When the Queue Callback node is triggered, a Queue Callback assignment task is created with: Skills: From Set Skills node. Priority: From Set Priority node. Queue: From Queue Callback node.
   Dynamic Input Type	Helps to pass the callback setting dynamically at runtime. This is useful if you want the setting to change based on conditions in the workflow.
   Note	​This note is visible to the user in Callback Preview.
   Expire Timeout	Defines how long the callback remains valid. In the image, it is set to “1 hr 5 mins,” which means that the queue callback gets expired after 1 hour 5 minutes after callback creation.
   Preview Time	Sets the time (in seconds) that an agent gets to preview the customer’s details before the callback starts.

Once the Queue Callback node has been triggered in the workflow, the system follows two interactions inside the Wait TIme.

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1. If the customer gets connected and is ready to talk to an agent then the Assign Queue Callback node assigns the customer to an agent.

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2. If the customer does not get connected then as a best practise you can inform the customer that a call was initiated however agent was not able to reach you through any preferred channel.

3. Retries are not yet supported with Queue Callbacks, as a work around a schedule callback can be configured in the Customer Not Connected path of IVR.​​

Retries in Queue Callbacks

Queue callbacks use a retry mechanism to help ensure successful customer connections. If the customer does not answer the initial callback attempt, the system retries according to the configuration defined in Callback Settings or the associated Campaign. These retry rules are implemented differently for queue callbacks than for scheduled callbacks.​​

​​​How Retries Work for Queue Callbacks

The Retries work in two ways:

1. Retries when the call is not answered.

   1. If a callback attempt fails (due to no answer, busy, voicemail or other unreachable outcomes), the system checks the configured retry parameters:

      1. Daily and Max Attempts – The maximum number of times a customer can be attempted in a day or overall.

      2. Retry Interval – Time gap between consecutive retry attempts.

      3. ​Callback Expiration – Time limit after which the callback expires.

   2. The same callback task is reinserted at the end of the queue after the configured interval, maintaining FIFO fairness.

   3. Each retry generates a new conversation on the existing case.

   4. ​If the customer answers during a retry, the IVR resumes from the Customer Connected path.

   5. If the customer does not respond to a retry attempt, the IVR remains at the queue callback node and transitions to the Customer Not Connected / Retry Exhausted path only after the final retry fails.

2. Retries when the call is answered.

   1. This scenario typically occurs when a voicemail is reached, or when retries are required based on Business or After Call Work (ACW) outcomes.

      1. Subsequent retry attempts are treated as scheduled callbacks rather than queue callbacks.

      2. Daily and maximum retry counts are reset for these retry attempts.

      3. Retry calls are initiated based on the dialer configuration.

      4. If the Callback Type is set to Callback IVR, the IVR configured in the dialer is triggered when the retry call is placed at the scheduled retry time.

Wait Music Playback for Queue Callbacks

The Wait Music Playback improves the callback experience by ensuring that customers hear wait music instead of silence when they answer a callback but an agent is not immediately available. By removing silent gaps, it creates a more consistent and engaging experience, enhances perceived responsiveness, and preserves compatibility with existing configurations.

How It Works
The system follows a structured preference hierarchy to determine which wait music to play, based on how the callback is configured:

For Queue Callbacks within a Wait Time Queue IVR:

1. Wait music configured in the Wait Time Queue IVR settings.

2. Wait music configured in the Voice App.

3. Default wait music at Partner level.

4. Universal fallback wait music.

For Queue Callbacks configured in other IVRs:​

1. ​Wait music configured in the Voice App.​

2. ​Default wait music at Partner level.

3. Universal fallback wait music.

Additional Behavior

• During queue callbacks, any wait music configured in the Assign Agent node is ignored. Instead, the system strictly follows the defined wait music priority hierarchy outlined above.

This defined fallback sequence ensures that customers consistently hear suitable wait music, regardless of configuration gaps, eliminating silence and delivering a smoother callback experience.

Queue Callback Reporting

Sprinklr offers comprehensive reporting capabilities to help supervisors and administrators monitor the performance of queue callbacks. The following metrics are available in the Voice Report:

• Is inQueue Callback – Identifies whether a conversation was initiated as a queue callback. This metric applies to outbound callback conversations.

• Has inQueue Callback – Indicates whether the customer opted for an in-queue callback during the interaction. This metric applies to inbound conversations.

These metrics enable teams to track callback adoption, analyze customer preferences, and optimize callback strategies for improved efficiency and customer experience.

Queue Callback Monitoring and Management

• Reschedule Limitation – The reschedule option is not supported for queue callbacks within the Callback Manager.

• Filtering Queue Callbacks – In the Callback Manager, queue callbacks can be filtered using the parameter:
  Is In-Queue Callback = true/false.

• Virtual Wait Time Tracking – In Queue Monitoring, the Longest Customer Wait Time metric includes customers waiting virtually (those who have opted for a callback).