​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

Perform the following steps to configure Queue Callbacks in IVR builder:

1. Queue Callbacks can be configured in the Wait Time Queue 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. Enter the Note that is visible to agents during the callback preview.

   6. Enter the Expire Timeout and Preview Time.

   7. 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.

   Queue callbacks are supported only for Customer First of callback dialers.

   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.
   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.

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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.​

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