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.
Ed
supported this idea
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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.