About Courtesy Callback

A customer calling the contact center can be offered an option to receive a callback rather than waiting in the queue to connect to an agent. The customer can be offered the callback option during peak hours when the wait time is longer, or during non-working hours of the contact center.

Advantages of Courtesy Callback

Courtesy callback enables the contact center to offer better quality of service, and increase customer retention. The customer experience is enhanced, because the customer receives a proactive call from an agent rather than having to wait to connect to the agent.

Setting Up Courtesy Callback

To set up courtesy callback, the flow developer needs to configure the callback flow using the Flow Designer.

Note

  • Prior to configuring the courtesy callback flow, the contact center administrator must configure the inbound entry point and queue for courtesy callback.

  • Courtesy callback isn't supported with capacity-based teams (CBT). CBTs have no individual agents assigned to them, and courtesy callback requires an Agent ID to function. Therefore, if the courtesy callback flows to an entry point or a queue served by a CBT, the call fails.

When a customer dials in to the contact center and waits in queue for an agent, the customer can be provided with the option to opt out of the queue and receive a callback instead. The customer's position in the queue is retained for receiving the callback. When an agent is available, the agent is offered the callback request in the Agent Desktop, based on the customer’s position in the queue. After the agent accepts the callback request, the call is dialed out to the customer. When the interaction ends, the agent chooses a wrap-up code to wrap up the call.

A Courtesy Callback report is available in Webex Contact Center Analyzer, for the supervisor and administrator to view callback statistics. In addition, agents can gain insights on their callback statistics via the "Team Stats- Historic" Agent Performance Statistics (APS) report.