Ability for agents to manually schedule a callback for a customer without using dialer
Ability for agents to manually schedule a callback for a customer without using dialer with the following requirements:
1. The agent needs to have the ability to set the date and time the callback has to be scheduled.
2. The callback has to be scheduled to the agent's "queue" and not to the agent specifically
3. At the time of the callback, the agent has to be notified and the agent has to have a way to decline the scheduled callback.
7
votes
Jennie
shared this idea
-
Debbie
commented
This would be very beneficial to our business as the reps work different hours so when a call comes back it would be great to go to a queue for any available rep to access