Dear RingCentral Support,

I’m reaching out to request a potential enhancement to your callback feature, which we believe could significantly improve the customer experience.

It has come to our attention that when a customer requests a callback near the end of our business day, and no agents are available at that moment, the request remains in the queue until an agent becomes available. For example, if a customer requests a callback at 4:55 PM and all agents are on calls, and our phone system transitions to emergency service mode at 5:00 PM, the callback is not completed that day. Consequently, the customer may not receive a return call until the following morning—if the request was made Monday through Thursday—or not until Monday morning if it occurred on a Friday.

This delay has led to situations where our agents, upon logging in early the next business day, are immediately connected to the customer for a callback. In some cases, this has resulted in waking customers unexpectedly, leading to dissatisfaction and frustration due to the delayed and untimely response.

This process does not reflect the level of service we strive to provide. To address this issue, we respectfully request that you consider one of the following solutions:

Introduce callback time window parameters – Allow callback requests to be configured to only occur within specified hours to prevent off-hours call attempts.

Enable dynamic queue reassignment – Provide the ability to manually or automatically transfer callback requests from the standard customer service queue to the emergency service queue (and vice versa), based on time of day or staffing availability.

We believe these changes would help ensure callbacks are handled in a timely and respectful manner, ultimately enhancing the customer experience and preserving service quality.

Thank you for your attention to this matter. We appreciate your support and look forward to your response.

Best regards,
Joey Dominick
Santa Energy

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.

This is a fantastic idea! Maybe this could be implemented as a callback schedule within the queue events.