Working on callback records in your workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Working on Callback Records in Your Workspace

    Omnichannel Callback is a feature in ServiceNow that allows users to choose a callback instead of waiting for an agent. This capability leverages Advanced Work Assignment (AWA) to route callback requests to available agents, generating interaction records for each request that agents can manage in their Workspace.

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    Key Features

    • Recurring Callback: AWA routes callbacks to agents based on predefined intervals. Agents receive a Callback work item that initiates an auto-dial to the user upon acceptance.
    • Click to Call: Agents can manually call users via the phone icon in the interaction record if auto-dial is disabled or a previous call attempt failed.
    • Scheduled Voice Callback: Interaction records are created one minute before the scheduled callback time, and agents use auto-dial to connect with users.
    • Scheduled Video Callback: Similar to voice callbacks, but includes a URL for initiating video calls, with agents closing interactions based on the outcome.
    • Callback Actions: Agents can reattempt callbacks, close interactions, and see call transcripts and recordings in the Conversations tab upon closure.

    Key Outcomes

    By utilizing the Omnichannel Callback feature, ServiceNow customers can streamline customer interactions, improve response times, and enhance user satisfaction by providing flexible callback options. Agents benefit from a clear workflow for managing callbacks, leading to efficient resolutions and better tracking of customer engagements.

    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.

    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 phone callback
    Table 1. Callback actions
    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.
    • Dead Air
    • VoiceMail
    • Customer is Busy
    • Other
    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.
    • Resolved
    • Other
    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.