Callback Management

7 min

Overview

The Callback feature enables agents to schedule a return call to a customer, primarily used for follow-up or when a customer requests to be called back. The feature supports various callback types, including Queue Callback, Campaign Callback, Self Callback, and Preview Callback. In the contact center, a scheduled callback call is categorized as an outbound.callback.dial Call Type.

Key Use Cases and Benefits

Use Cases

Non-Office Hour Management: It addresses situations where a customer requests a callback outside of the configured office hours or holidays. The system restricts agents from scheduling calls during these non-permissible times, which is useful when the operations team needs a dedicated window for other tasks or wants to define clear callback boundaries.

Customer Follow-up: It facilitates scheduling return calls for further follow-up after the current communication ends.

Agent-Specific Workload: The Self Callback option ensures that a specific agent handles the continuation of the customer's query, maintaining context and ownership.

Benefits

Reduced Call Failure Rate: By restricting callback scheduling outside designated office/working hours, the feature helps prevent callback calls from failing, thus avoiding a high count in failed callback attempts.

Improved Operational Control: It grants administrators and supervisors fine-grained control over when outbound callbacks can be scheduled, with campaign-level configuration overriding system-level settings.

Proactive Notification: Agents and supervisors receive timely Callback Reminder Bell Notifications about upcoming scheduled calls, including the customer's phone number, campaign name, and scheduled time, ensuring the commitment is met.

Usage Across the Product

Agent Scheduling Flow

The agent schedules a callback through the disposition process immediately after a call is disconnected.

Disposition Class: For a disposition to enable the callback scheduling options, it must be assigned to the appropriate disposition class (schedule.callback) configured in the disposition plan.

Initiation: The agent must dispose of the call by selecting the appropriate "callback" disposition value from the disposition drop-down menu.

Callback Type:

To schedule a call only to themselves, the agent must check the “Self Callback” option.

If “Self Callback” is unchecked, the scheduled callback will be routed to any available user in the campaign.

Scheduling Details: The agent specifies the required date/time by choosing either "Specify date" (to select a specific date and time from a calendar/clock) or "Specify time".

Number Selection: The agent can schedule the callback for the "Existing Numbers" (the number dialed in the current call) or provide an "Alternate Number".

Finalizing: The callback is finalized and logged by clicking the "Save And Dispose" button.

Agent Management and Notifications

Agents manage and receive notifications related to their scheduled callbacks.

Agent Management Location (Navigation): The scheduled callbacks list is available to the agent under the Call Details tab in the Callbacks sub-tab of their console.

Notifications: Agents are notified of upcoming callbacks via a Callback Reminder Bell Notification. The notification contains the customer's phone number, the campaign name, and the scheduled time.

Actionable Notifications: The callback notification is clickable. Clicking the customer's number in the notification will trigger a manual dial to that number. This action removes the callback from the pending list once the number is dialed.

List View Actions: From the callbacks list, agents can:

Click to Dial Callback: Dial the number directly from the list. If successfully dialed (or attempted), the callback is removed from the list.

Reschedule Callback: Edit the date and time of the callback. A reason for rescheduling is mandatory.

Delete Callback: Remove the scheduled callback. A reason for deletion is mandatory.

Settings and Configuration

1. Administrator/System-Level Controls (Campaign Creation)

These settings are configured at the Campaign level by the Administrator and manage the boundary limits:

Setting	Location/Role	Description
Maximum Callback Count	Administrator (Campaign Settings)	Specifies the maximum number of callbacks a user can make for an outbound campaign.
Holiday/Office Hour Restriction	Administrator (System/Campaign Level)	Prevents callbacks from being scheduled during non-working hours/holidays. Campaign-level overrides system-level setting.
Call Type Reporting	Reports	The call is officially logged in reports (e.g., Call Details Report) under the outbound.callback.dial Call Type.

Supervisors manage callback settings and the central list of scheduled calls for all their agents.

Management Location: Supervisor Console > Manage tab > Callback Management in a Campaign.

Configuration Settings (Settings tab):

Self Callback (Default): If checked, callbacks created using force dispose default to "Self Callback".

Max Callback Days: Defines the maximum number of days after which the callback is deleted from the system.

Promote To Campaign Expiry Time (min): The duration after which an unattended self callback expires and is transferred/promoted back to the campaign queue for routing to any available agent.

Callback Retry Time (min): The time interval after which a failed callback attempt will be re-dialed.

Callback Reminder (min): The time before the scheduled time when a callback reminder notification is displayed to the assigned agent or supervisor.

3. Supervisor List View Actions

The main list of callbacks (accessible via the Callback Management tab) allows the supervisor to manage the queue:

Action	Description
Add a Callback	Manually schedule a new callback.
Edit Callbacks	Modify the date, time, phone number, and assigned user for existing callbacks. A reason is mandatory for the change.
Search/Filter	Filter the view based on user groups, scheduled users, time range (scheduled or added date), or phone number.
Extract Callbacks	Export the details of selected callbacks to a CSV file on disk.
Delete Callback	Permanently delete a scheduled callback. A reason for deletion is mandatory.
Bulk Migration (Licensable)	Upload extracted callbacks to potentially move them between campaigns.
Change User Assignment (Bulk)	Select multiple callbacks and either promote them back to the campaign queue or reassign them to a specific user.

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