Overview
- What is Omnichannel Callback?
Omnichannel Callback is a store application that enables your users to opt out of waiting in a queue and rather receive a call back from an agent when one is available. A sample scenario is as follows:
- A caller dials your organizations support number.
- The caller is met with the automated voice support system.
- Call is escalated to a live support agent.
- Agents are unavailable to accept the incoming call, so the user is offered the option to be called back at a particular time.
- If the user accepts, they confirm the number to be called back on, and the callback request enters the waiting queue. The customer is able to hang up.
- When an agent is available, they are offered the callback request within their Workspace.
- If accepted, the agent will then contact back the requestor.
- If rejected, the callback request will return to the queue to await the next available agent.
- What are the benefits of using Omnichannel Callback?
Callback is a feature expected by many in phone systems, as they provide a range of benefits as noted below:
- Simple implementation: Once the plugin has been installed, one only has to adjust the topic used when contacting a requestor, and the frequency/duration of the contact attempts.
- Improve requestor satisfaction: Requestors no longer have to remain on hold while waiting for an available agent.
- Improved context: Agents reviewing callback requests have additional time to review the requestor’s profile and query, enabling them to provide more effective and efficient service.
- What features does Omnichannel Callback provide?
Features of Omnichannel callback include:
- Callback Scheduling: Allows users to schedule a callback at a predefined time period in the future using both voice and video (requires third party voice or video provider), giving users the flexibility to choose preferred time and channel to receive the callback.
- Dynamic Routing: Callback requests are routed using Advanced Work Assignment, which offers work to an agent based upon their current availability, capacity, and (optionally) skillset.
- Callback Customization: You are able to edit the callback topic within the Virtual Agent Designer, which enables you to have freedom in how requesters manage the callback request process.
- Flexible Configuration: Admins can set attributes for each supported channel including the topic used to set up the request, duration between each retry attempt, time until the request expires, and the maximum number of callback retry attempts.
- Omnichannel Initiation: Users can initiate callback requests via all existing conversational integration channels, for example, Slack, Microsoft Teams, Web, Mobile, Facebook Messenger, Facebook Workplace, in addition to Phone.
- Note: For those on the Tokyo release callbacks can only be scheduled via the Phone channel.
- [Utah Release] Multiple Callback Channels: Agents managing the callback request can initiate either a voice or video call back to the user.
- How does Omnichannel Callback relate other components within ServiceNow?
Omnichannel Callback is a standalone store application available here. A CSM version of the application can also be installed that enables callbacks to be scheduled via their Engagement Messenger product.
- What channels are available to conduct callbacks?
Omnichannel Callback is only available for voice channels in the Tokyo release. Starting from Utah, one is also able to conduct callback via video call.
6. Where can a user schedule callbacks from?
In the Tokyo release one can only schedule callbacks via the voice channel. From Utah onward we provide support for callback on all existing conversational integration channels (e.g., Slack, Teams, Web, Mobile, Facebook Messenger, Facebook Workplace, in addition to Phone)
Implementation
- How do I implement Omnichannel Callback?
A guide is available here.
- What can I configure within Omnichannel Callback?
The following can be configured form the Callback Configuration section within Virtual Agent Settings in the Conversational Interfaces Homepage:
- Callback Virtual Topic
- An out of the box (OOTB) topic exists to guide requestors to set up a callback request. You may create your own or edit the OOTB topic.
- Callback try attempts
- Set how many times a callback attempt will be performed for a user
- Callback timeout
- Set the duration (in hours) that the callback request will remain in the queue
- Callback cutoff time
- Set the time in which a callback attempt will try to be assigned to an agent once its scheduled time occurs. If no agents are made available in that time, it returns to the queue.
- What license is required?
Omnichannel Callback is available for download by those with a Standard, Professional, or Enterprise license. If you wish to use Omnichannel Callback within the context of Customer Service Management (CSM)'s Engagement Messenger application then you require a CSM license.
- Note: If you are using the Amazon Connect Integration to connect with the user, then you do require at minimum a Professional license.
- What dependencies exist for Omnichannel Callback?
To use this functionality, once must fulfill the below criteria:
- Be on at least the Tokyo release
- Have the following plugins installed:
- Agent Chat [com.glide.interaction.awa]
- Appointment Booking [com.snc.appointment_booking]
- Conversational Custom Chat Integration [com.glide.cs.custom.adapter]
- Glide Conversation Server [com.glide.cs]
- Why aren’t my Callback requests appearing?
To troubleshoot, check the following:
- Your callback topic is in the Omnichannel Callback application scope.
- Check if your callback requests are being created in the sys_cs_callback table.
- Check if work items are being generated in the awa_work_item table. If not then review your Advanced Work Assignment setup.
- In the callback service channel ensure the agent group assigned to receiving callbacks has agents that are currently available.
- Ensure the Callback Service Channel has related queues, and they are active.
- Ensure the agents assigned to callback queue have appropriate roles to access incoming calls, have capacity, and are currently “available”.
- How can I change the text in the callback topic?
The text can be edited by duplicating the out of the box Callback topic. Ensure that you are in the Omnichannel Callback application scope whilst doing so. After duplicating the topic, you will able to edit the text.
Once happy with your changes, ensure you publish the duplicated topic. Navigate to Conversational Interfaces > Settings > General > Callback configuration. Set the Callback Topic value to your newly duplicated topic.
- What tables are introduced with this store application?
Just one table is new with Omnichannel callback – sys_cs_callback. This table saves the details of the callback request, including user phone number, retry attempts, and the next scheduled callback time.
- Is this feature domain separated?
Yes.
Usage
1. Why aren’t my agents receiving incoming callback requests?
To troubleshoot this error, check the following:
- Check whether the Service Channel "Phone" is marked as Active.
- Check whether the respective agent is in "Agent Callback Group".
- Check whether the agent mapping with the 3rd party is in sn_va_as_service_cc_agent_mapping table.
- Check whether the agent has the following roles:
- sn_va_as_service.contact_center_api,
- awa_agent,
- interaction_agent,
- agent_workspace_user,
- sn_openframe_user,
- awa_integration_user
2. How does it mark agents as unavailable if they are already on a call?
When an agent accepts a callback request, their presence will be set to “Busy”.
3. How does it calculate when to schedule the next callback attempt?
A scheduled job runs every 5 minutes to conduct callback attempts. It scans the list of pending callbacks and verifies if any have surpassed the time set in the “Next retry” time field.
The value in the “Next retry” time field is set through dividing the duration set for callback attempts (Callback timeout in settings) by the number of callbacks try attempts.
E.g., The admin has set the configuration as seen below. The callback attempts will occur every 4 hours (12/3).
4. What happens if a requestor does not answer the callback?
An agent that has accepted the callback request can add the call to the queue by selecting the “re-queue” button in the Workspace.
If agents re-queue a call, the Retry Attempt field increments by 1. If this number increased to the Maximum Retry Attempt limit, then the callback request will be closed, and no more attempts made.
5. How do agents receive callback requests?
Callback requests are delivered to agents via the inbox module in the Agent Workspace. From the inbox, they can choose to accept or decline the callback request.
If they choose to accept the work they are then connected to the caller, where they can use the OpenFrame embedded telephony system to conduct the conversation if connecting via voice.
More information on workspaces can be found here.
For more information
Where can I learn more about Omnichannel Callback?
- Visit the product documentation site here.
- View the latest release notes here.
- Download the store application here.
- Download the CSM store application here.
Where can I learn more about Conversational IVR?
- Visit the product documentation site here.
Community Forum:
- Visit our community forum here
- Subscribe to our bi-weekly Academy videos here
- Catch up on our past Knowledge labs here
