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  1. Improved Callback Reporting and Functionality for Early Caller Disconnects

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    New  ·  2 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Bridget commented  · 

    We don’t just want the reporting to more accurately reflect what happened, we want the system to call the member back even if they don’t press 1 a second time to confirm and hang up prematurely. We want your system to call the member back if they press 1 the first time, regardless of if they press it the second time and wait for the call to disconnect. We want your system to queue the callback as soon as the member presses 1 stating they want the callback and for them to not have to press 1 a second time and wait for the call to disconnect, it is not an intuitive or member friendly experience the way it currently works.

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    Bridget commented  · 

    I would like to add this as well: don't require the member to confirm a second time, if they hang up after they press 1 to receive a callback, we want the system to assume they want the callback even if they've hung up before doing the second confirmation.

    Bridget supported this idea  ·