Inbound Queue Callback - option to record caller's name
Add the ability to have the caller requesting a callback record their name.
This is needed for customers that may not have a direct phone number, and only a main company phone number.
Issue:
When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they may never get their call returned.
Justin
shared this idea
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Justin
commented
This is highly needed for the reasons listed above. Today the Callback logic is very basic and does not offer any configuration options.
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Brian
commented
This enhancement would allow for this feature to be more flexible and would provide better chance that a client would want to use this feature if this enhancement is made.