New Zendesk Talk feature: Callback from Queue Follow

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31 comments

  • Avatar
    Spencer Schmerling

    When using the IVR feature and a call is transferred to a Group, the Callback Greeting that is configured for the number that was called does not play.

    The obvious work-around is to add the Callback greeting to the transfer greeting that is played before taking the action on the call" that is configured in the Route section of the IVR. 

    I want to confirm this is the intended functionality so that when we add the Callback greeting to the transfer greeting it won't be duplicated if you later decide to enable the Callback Greeting for the number that was called. 

     

  • Avatar
    Caroline Kello

    Hi Spencer,

    It's indeed intended that the Callback greeting does not play when routed to a group in the IVR. In our documentation here you can see that we're calling this out.

    Thanks,

    Caroline

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    Reshma Patel

    What does the greeting say after the caller hits the 2 minute wait mark?  Is it configurable? Does it only come at the 2 minute mark or does it continue to come after X minutes giving an updated wait time?

  • Avatar
    Caroline Kello

    Hi Reshma,

    The Average Wait Time greeting will play if the caller enters the queue when the average wait time (for the current day) is over 2 minutes. The message is "The average wait time is currently X minutes. Please hold for the next available agent". This message is not configurable at this time. And the message will only play once, when the caller has entered a queue (either directly when calling in, or after being routed to a group in the IVR). 

    Hope this helps,

    Caroline

  • Avatar
    Arek Gembara

    I have a big problem with this feature - after pressing 2 during the Callback greting, end-user is hearing automatic messages in English:

    "

    • Press 1 to request a callback on the number they've called in from
    • Press 2 to request a callback to a different number. The alternative number must be in E.164 format, i.e. [+ or 00][country code][subscriber number including area code]. If it's not in the correct format, the customer will be prompted to enter again.
    • Press 3 to return to the queue on hold"

    Is there no option to record this message in my country language (which is Polish), instead of playing back this automatic message in English??

  • Avatar
    Caroline Kello

    Hi Arek,

    You're correct that these automatic messages are only available in English at this time. We do want to provide internationalisation at some point, but I can't provide a timeline as to when that will happen.

    Apologies for the inconvenience, and I can see how this is a pain point for your customers. 

    Thanks for reaching out,

    Caroline

  • Avatar
    Thomas (Edited )

    Where do these tickets get created? I can see the callback in the report but can't find a ticket anywhere. 

    Also, under my admin > channel > talk > numbers > edit there is no option to play the "average wait time" message. Is this because I have the maximum time to wait on hold set at 2 minutes? 

     

    Furthermore, how does it handle the callback? Does it make the next available agent call them? Does it create a ticket and assign it? Does it create a ticket and just leave it open? 

  • Avatar
    Caroline Kello

    Hi Thomas,

    Tickets created as part of a Callback request, are created as normal incoming call tickets, but with an additional message in the voice comment saying either "Callback request; Attempted" or "Callback request: Expired". 

    There should indeed be a toggle for each phone number that enables the average wait time message. It sits between 'Tickets for abandoned calls' and 'Delete recordings after'. Can you confirm that you see the toggle?

    And in terms of how the functionality works, please see the documentation here. In short; after requesting a callback the customer keeps it's position in the queue, the callback is then offered to the next available agents who will initiate the outbound call to the customer just as a regular phone call.

    Hope this helps, if there's anything else please let me know.

    Caroline

  • Avatar
    Thomas

    Hi Caroline, 

     

    See below ... it is not there. 

    Furthermore, when I tested out the functionality, I can see in our reporting that callback is there in the queue -- but no ticket and no record of the call. Do we need to open a support ticket? 

  • Avatar
    Thomas

    Disregard the above, I was able to find it under a different area. Thank you. 

  • Avatar
    Caroline Kello

    Yes the toggle is under the general Settings page, not the Callback page, apologies for not clarifying that.

    Are you happy that Callback is working as expected? A ticket will only be created once an agent has initiated the callback which is why you won't see a ticket when the callback is requested, only when the call has actually taken place (or if it's expired).

    Cheers,

    Caroline

  • Avatar
    Drew

    Hi Caroline,

     

    Callbacks would be more effective for us if we could control when they come back in the queue. This way we could take calls from folks who don't want a callback immediately and get to callbacks after:

    - call queue is below x

    - after x minutes from the callback request

    - queue below x minutes in wait

    Is there a plan to release more controls over how callbacks are assigned and how much control we have over them? FWIW - we get feedback our callbacks (~15s wait) are super fast, sometimes too fast. Thanks!

  • Avatar
    Spencer Schmerling

    It would be nice to have an option to disable callback if there is no wait for an agent. 

  • Avatar
    Caroline Kello

    Hey Drew,

    This is really useful feedback, I can understand that giving you more control over the Callback functionality would allow you to better plan your queues and your agents and provide a better Callback experience for your customers. We do want to go back and iterate on the feature, and I'll take this feedback with me, but it hasn't made it on to our roadmap yet. 

    Spencer - also great feedback, I think this feeds into what Drew is saying above.

    Thanks both. 
    Cheers, Caroline

  • Avatar
    Ian Smith

    How does one report on callbacks in insights/gooddata?

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    Caroline Kello

    Hi Ian,

    Callbacks are reported as normal inbound calls.

  • Avatar
    Ian Smith

    So this would not effect the outbound call statistic? 

    How do I report on the number of call backs we made and the average time for a callback to take place?

    Thanks!

  • Avatar
    Caroline Kello

    Callbacks shouldn't effect the outbound call statistic, no.

    Easiest way of reporting of Callbacks is to add a custom field which will allow you to filter Callback tickets when looking at the total talk time and agent talk time (for example). 

  • Avatar
    Ian Smith

    Hi Caroline,

    Thanks. Would this be a field that an agent selects? Or is there a way to set it up so that a trigger adds a "call-back from queue" tag? 

  • Avatar
    Jessie Schutz

    Hey Ian!

    I should be possible to do this, as long as those tickets have unique identifiers that can be used as conditions in order for the trigger to recognize them. Do these tickets have anything in common in terms of ticket properties or anything like that?

  • Avatar
    Thomas

    What metrics does ZD use to establish the average callback time? IS it a daily thing .. weekly .. monthly? 

  • Avatar
    Nhia Lor

    Hey Thomas,

    The metrics used to report on the callback time are the same as what you would use to report on outbound calls.  For example you would still use the metric "Average talk time".

    Depending on the date attribute you decide to slice your data by will determine how the average result is aggregated.  For example if you slice and compare your data by dates it will be an average per day.

  • Avatar
    Steve Ross

    I have my number set to allow call back, I have the greetings setup, when I test the number I am hearing the "please wait for next agent" recording, IMMEDIATELY afterwards it's offering a callback, however there are no calls in queue and a callback is at that moment in time pointless. Is there a way to not offer the callback unless the EWT has exceeded a threshold, or is it always immediate?

  • Avatar
    Caroline Kello

    Hey Steve,

    It's always immediate right now, there's nothing that allows you to select *when* the greeting will play it's either on or off. But interesting feedback, thanks for sharing!

    Caroline

  • Avatar
    Steve Ross

    I truly hope this will be fixed quickly, right now none of the clients I serve will want this if it's immediate. It's horribly confusing as a consumer to be offered a callback, hang up, then immediately get that callback.

  • Avatar
    Caroline Kello

    I appreciate the feedback and I'll add it to our backlog, but there's no immediate plans on changing the behaviour around the Callback feature. 

  • Avatar
    Spencer Schmerling

    I totally agree with Steve. The immediate callback almost make this innovative, extremely useful feature a waste. Customers who get a call back as soon as they hang up feel like we incompetent and are wasting their time.

    This really isn't a case of a feature enhancement, it is more making the feature work as it should. 

  • Avatar
    Gabriel Cyr

    How would a client within the same organisation and same phone network be called back ?

    For example we all have extenstion to the general company number. Would the call back feature take note of the extension the call came in from ? If not I see that there is a way to leave a number to be called at, could this be used to note phone extension ? If yes, is there a way to disable what option are given to the user after he requests a call back. Such as forcing them to leave a number.

     

    Thanks

  • Avatar
    Jessie Schutz

    Hey Gabriel! Sorry for the delayed response!

    I'm checking with some of our Talk experts to get an answer for you! Sit tight!

  • Avatar
    Keith @ Zendesk

    Hey Gabriel,

    It looks like the Callback feature doesn't factor for Extensions currently but that is a very good idea I think would be worth us looking into.  Could you leave the request for this in our Feedback Forum here?

    https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

    Each time a Thread goes up there it sends a notification to our Developers, so they will be seeing it.

    If a callback with extension is needed, it's recommended they leave that information in a Voicemail for the Agent to use.

    While you can't really change the Settings for Callback, you could provide instructions in the Greetings that user hears when they call in, such as if it requires an extension to please leave a Voicemail instead.

    Hope that helps!

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