RingCX Time Based Callback-in-Queue Offering
It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.
AdminGary
(Customer Experience Solutions Engineer, RingCentral)
shared this idea
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Ed
commented
This is an important feature.
We had an instance where an agent was on a call that went beyond her shift. DURING that time, a customer called in and chose to receive a call back. The problem is, we were closed...that customers "call back" waiting in queue all night until the next morning when someone logged in at 8am (eastern time). This customer was one the west coast and received a call at 5am when we logged back in. Customer was not pleased.
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Malcolm
commented
This is a fantastic idea! Maybe this could be implemented as a callback schedule within the queue events.