Ability to control the start and end times for Callbacks generated from Inbound Queues
Need the ability to control the start and end times for Callbacks generated from Inbound Queues in order to prevent calling customers in different time zones too early or late.
Salvador
shared this idea
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Brett
commented
This is critical and poses serious compliance issue.
See example below:
Example: Caller calls into RCX queue “State_Colorado”, the caller waits in queue and eventually hits the queue event where we offer a callback. Caller accepts the callback offer. The queue event is configured to make the callback from the same inbound queue the caller originally hit, “State_Colorado”. Due to the contact center experiencing high call volume, the callback was not able to made before the contact center closed. The contact center is East coast (EST) based, however, the caller lives in Colorado.. The contact center re-opens the next day at 7:30AM and the callback automatically fires off for an available agent in that queue and the Colorado caller who had opted in for the callback now receives that callback at 4AM their local time….