Allow Call Queue Callback Requests When All Agents Are Unavailable
Feature Request:
Enhance the RingEX Call Queue Callback Request feature so callers can still request a callback when all queue members are currently in an Unavailable status.
Currently, the callback option is only offered when at least one agent is available to service the queue or agents are busy on other calls. If all agents are unavailable, the callback prompt is not presented and the caller eventually follows the configured maximum-wait-time treatment, such as voicemail.
Requested Behavior:
Allow callers to submit a callback request regardless of the agents' current availability status, so the callback can remain queued and be processed once an agent becomes available.
Business Impact:
This would provide callers with an alternative to waiting or leaving voicemail during periods when no agents are immediately available and improve the overall call queue customer experience.
Melvin
shared this idea