Working on callback records

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Use Workspace to work on callback records originating from Omnichannel Callback.

    Agents can work on the records for the following callback scenarios.
    • 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 phone callback
    • 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.Scheduled video callback