New Zendesk Talk feature: Callback from Queue Follow

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13 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

  • Avatar
    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. 

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