Call Center App - Manage Queues Tab - Add Queue - Callbacks Tab

Modified on Wed, 02 Aug 2023 at 02:35 PM

Description: The parameters given in the Callbacks Tab can be configured to determine whether incoming calls from certain regions should be allowed to request a callback.

The Call Center App serves as the central digital workspace for call center operations. It grants call center managers access to a wide array of tools and features, facilitating efficient management and supervision of call center agents. When setting up new queues, you have the option to define specific regions from which incoming calls can request callbacks while they are on the line.

The "Callback" feature provides callers with the choice to opt for a callback instead of waiting on hold in the phone queue. Once an agent becomes available, the system will initiate a call to the customer, and upon the customer's response, they will be connected to the agent.

The entire page's fields can be categorized into two groups: 

  • Enable Callbacks: when you toggle this switch on, you enable the "callback" feature for the configured queue. 

By default, this option is turned off. Once you activate the switch, all the fields in the Callback Permission group below will become active and clickable.

  • Callback Permissions: this section contains a list of different regions and generic call categories (such as Emergency, Unknown, etc.) for which you can configure the permission for callbacksEach call category parameter can take one of two values, which you must select from a dropdown list.
    • Deny: the specific type of call will not be allowed to request a callback.
    • Inherit: the specific type of call will be allowed to request a callback.

Once you have configured the fields, do not forget to click the "SAVE" button to apply the changes.

The Call Center App will display a pictogram of an exclamation mark within a green circle next to any fields that have been modified.  

The Call Center App will notify you that leaving the page will result in the loss of any unsaved changes. 

How it works:
Upon receiving a call from a permitted region, the caller is given the option to request a callback through a menu instead of waiting on hold for assistance. After choosing this option and ending the call, the entry remains in the "Incoming Calls" section on the 
Dashboard tab, labeled as a "Callback" item. Once a call center agent becomes available, they will initiate a callback 
to the respective caller.

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