Callback interaction features
Summarize
Summary of Callback interaction features
ServiceNow’s Interaction Controls Component (ICC) integrates callback voice capabilities into the Agent Workspace, enabling streamlined call handling and improved agent experience for contact center environments. These features allow agents to initiate, manage, transfer, and close callback requests efficiently within a unified interface.
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Key Features
- Callback Actions Component: Provides buttons and controls to initiate calls, redial unanswered numbers, select callback numbers from customer contact lists, close callback requests, and transfer callbacks to other queues or agents.
- Dialing Methods:
- Manual Dial: Agents manually dial the customer after reviewing callback context; no countdown timer is displayed.
- Automatic Dial: Calls are automatically placed after a countdown timer expires; agents can also manually initiate calls before the timer ends. Callbacks auto-wrap after call completion and timer expiry.
- Callback Context Card: Displays detailed information about the callback request, sourced from related tables (Interaction, Callback, Callback Context), allowing agents to understand context and update callback tasks.
- Reason for Call Field: Enables agents with the callbackwriter role to specify the callback purpose, supporting both sales (e.g., Customer Survey, Sales Discovery) and customer service (e.g., Product Issue, Billing Issue) scenarios.
- Preview Duration Tracking: Measures the time between an agent accepting a callback request and dialing the customer, aiding performance monitoring.
- Callback List: Agents can access their assigned callback interactions via the “My callbacks” list in the CSM/FSM Configurable Workspace.
- Global Voice Control (GVC): Provides callback call controls accessible outside the callback interaction page or unsupported workspaces, including initiation and management of active calls and navigation to the callback interaction page.
- Agent-First and Customer-First Modes: In agent-first mode, agents see callback context before calling; in customer-first mode, callbacks behave like standard voice calls with customers already connected.
Practical Benefits for ServiceNow Customers
- Centralizes callback handling within Agent Workspace to enhance agent productivity and reduce context switching.
- Supports flexible dialing methods and callback management tailored to agent preferences and operational workflows.
- Provides contextual information and categorization of callback reasons, improving service quality and reporting accuracy.
- Enables consistent callback management even when agents operate outside the primary callback view through Global Voice Control.
- Offers visibility into callback assignments and performance metrics for better workforce management and optimization.
Integrate callback voice capabilities and core contact center functions into Agent Workspace using Interaction Controls Component (ICC) to streamline call handling and enhance the agent experience.
ICC Callback interaction features
The following table shows the Interaction Controls Component (ICC) callback interaction features on the Callback actions component:
| Feature | Description |
|---|---|
| Callback actions component | |
| Initiate a call | The Call number button enables you to initiate a call with the customer by dialing the number in the Callback number drop-down. |
| Redial a number | The Retry call button enables you to redial the number in the drop-down, when the customer doesn't answer.
|
| Choose a callback number | The drop-down enables you to view the list of the available contact numbers of the customer. You can select any number in the drop-down to connect with the customer. |
| Close a call request | The Close callback button enables you to wrap up a callback request. |
| Transfer callback | Enables agents to transfer an ASAP or scheduled callback to another queue or agent before the call to the customer begins. |
| Manual dial | In manual dial method, agent dials the customer manually after viewing callback context. In this mechanism, the timer doesn’t appear on the Callback actions component. |
| Automatic dial | In automatic dial, the call automatically gets dialed after the countdown timer reaches zero. Alternatively, the agent can select the Call number button and manually dial the call before the timer reaches zero. In this mode, after the call ends, the callback is automatically wrapped up after the countdown timer reaches zero. |
In the agent-first mode, the callback interaction page appears with Callback actions component and Callback context card when you accept the callback request in your inbox. In this mode, you can view the callback context card to get the callback request details before making the call. In the customer-first scenario, the callback interaction appears like any other voice interaction and the customer will already be on the call. For more information on these modes, see Integrating contact centers with Interaction Controls Component (ICC) for callbacks.
For more information on how to handle callback requests in the CSM/FSM Configurable Workspace, see Manage a CCaaS callback request in the Configurable Workspace.
When agents are working from an unsupported workspace or they aren’t on the callback interaction page, they can manage callbacks through the Global Voice Control (GVC) component. This feature offers quick access to the Callback Actions component, enabling agents to initiate calls and handle active calls using the available call controls. The features described in the preceding table are available in the Global Voice control (GVC) for easy access to the agent. In addition to these features, you’re provided with an Open Interaction page link on the global call list so that you can navigate to the current callback interaction page. For more information on how to use GVC for callback interactions, see Manage a CCaaS callback request using Global Voice Control.
Additional callback features
In addition to the ICC callback features, the following features are available in the callback interactions.
- Callback context card: The callback context card on the Callback interaction page provides the details of the callback request. For more information on the callback context card, see Callback context card.
This feature uses the Interaction table, which includes a reference to the Callback [sys_cs_callback] table. The Callback table, in turn, references the Callback Context [sys_cs_callback_context] table to store the information related to the callback request.
Agents with the callback_writer role can edit callback tasks. They can select the appropriate option from the Reason for the call field to manage callback requests effectively for both sales and customer service scenarios.
For sales-related callbacks, the relevant options in the Reason for the call field are Customer Survey, Sales Discovery, Product Feedback, and Customer Relationship Building. For customer service-related callbacks, the relevant options in the Reason for the call field are Product Issue, Order Issue, Billing Issue, and Other issue.
In UI Builder, the callback context card is configured to use the Lookup component, which can be used to look up a record on any table in card format. It also uses a data resource that returns the callback task for the specific interaction.
- Preview duration: The preview time measures the time between the agent accepting the callback in their inbox and the agent dialing the customer from the CSM/FSM Configurable Workspace. You can view the preview time in the Interaction table.
- Callback list: You can view the callback interactions assigned to you by navigating to the My callbacks list on the List page of the CSM/FSM Configurable workspace.