Working on callback records in your workspace
Summarize
Summary of Working on Callback Records in Your Workspace
Omnichannel Callback in ServiceNow enables users to choose a callback option instead of waiting in a queue for an agent. Advanced Work Assignment (AWA) efficiently routes these callback tasks to available agents, creating interaction records for each request visible in the Workspace.
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Key Features
- Recurring Callback: AWA routes callbacks based on a predefined interval, allowing agents to accept the work item and initiate a call through auto-dial.
- Click to Call: Agents can directly call users via the phone icon in the interaction record if auto-dial is unavailable or previous attempts failed.
- Scheduled Voice Callback: For user-requested callbacks at specific times, interaction records are generated prior to the call, enabling agents to use auto-dial upon acceptance.
- Scheduled Video Callback: Similar to voice callbacks, but includes a URL for initiating video calls, with interaction records created beforehand.
Key Outcomes
Agents can reattempt callbacks and close them once resolved, with options for documenting reasons for reattempts. Closed callbacks provide access to conversation transcripts and recordings, aiding in effective case management and follow-up actions.
Use Workspace to work on callback records originating from Omnichannel Callback
Overview
Omnichannel Callback is a ServiceNow AI Platform® capability that provides an option for users to opt for a callback instead of waiting in the queue for an available agent. Advanced Work Assignment routes the callback work items to available agents and interaction records are created for each callback work request. The interaction records appear in the Workspace for agents to work on.
- Recurring callback: AWA routes a callback work item to an available agent based on the predefined callback attempt interval. The agent then receives a Callback work item. When the agent accepts the callback work item, auto-dial initiates a call to the user. Based on the resolution, the agent can either close the interaction or requeue the callback.
- Click to call: The agent can directly call the end user using the phone icon in the interaction record if auto-dial is not enabled or the initial call did not succeed.
- Scheduled voice callback: When a user requests a voice callback at their preferred
date and time, an interaction record with callback details is created a minute before
the scheduled call time and an agent receives the callback work item. When the agent
accepts the callback work item, auto-dial initiates a call to the user. Based on the
outcome, the agent can either close the interaction as Closed
Complete or Closed Abandoned.
- Scheduled video callback: When a user requests a video callback at their preferred
date and time, an interaction record with callback details is created which includes a
URL to initiate the video call. Based on the outcome, the agent can either close the
interaction as Closed Complete or Closed
Abandoned.
| Field | Description |
|---|---|
| Reattempt callback | Agents can reattempt a callback by selecting the More
actions button and then selecting Re-attempt
Callback. The Reason menu displays and agents
have the following options to choose from.
|
| Closing callback | If the issue is resolved, agents can close the callback. If closed, the system
does not retry callbacks, and the callback task is closed. Agents can choose from
the following options to close a callback.
When a callback is closed, agents can see the transcript and a recording of
the conversation in the Conversations tab. Note: The
recording is also added to the Activity stream and the
Attachment tab. |