Call Back Feature

Answered

5 Comments

  • Official comment
    Widson Reis
    Zendesk Product Manager

    Hi Amy,

    Thanks for the question. 

    I tested this just now and every time I tried a callback ticket was created in less than a minute, most of the time just a few seconds after the callback request was served to and declined by all agents. Are you having a different experience?

    Regards,

  • Amy Elitzer

    Yes I am having a very different experience. It is taking a full hour after all the agents declined or don't answer.

    I was told by support that this is intended functionality. I spoke to Evelyne about it as we were troubleshooting other Talk issues. It also reads this way in the instructions - "If it's not actioned within 60 minutes of it being requested, it will be removed from the queue and a Zendesk Support ticket with the subject Callback is created for the agent to action later."

    We definitely need it to appear immediately like it used to!

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  • Widson Reis
    Zendesk Product Manager

    Hi Amy, 

    Basically Talk will try to serve the callback request to all agents, for one hour, before creating the ticket. Once all agents have had the opportunity to accept or decline the request, then the ticket is created.

    But the status of the agent makes a lot of difference.

    Let’s say you have 2 agents. If both decline (or don't answer) the callback request or if one of them decline and the other is in the state ‘offline’ or ‘transfers only’ then the ticket is created immediately.

    However if one of the agents is in state ‘away’ or is busy in another call then the ticket will not be created just yet; the callback will be put back in the queue and as soon as the missing agent is ready to receive calls again, the system will route the callback to them. If they decline, the ticket will be created right away. If after 60 minutes no one was available to take the callback then the system gives up trying and finally creates the ticket.

    Please, check if none of your agents left their status as 'away' or are busy in another call during the callback request ringing through. If no, I may need to ask you to reopen the ticket so we can take a look.

    I hope this helps,
    Widson

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  • Amy Elitzer

    Yes, this is extremely helpful and very likely what was going on.

    To confirm, if one agent is on a 45 minute call, for example, we would not receive the call back request ticket for 45 minutes until that agent has been served the callback request or declined it?

    If so, is there any plan to change this to exclude agents in an "on call" status?

    Thank you so much!

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  • Widson Reis
    Zendesk Product Manager

    Yes, Amy, that's exactly what would happen. That single agent, busy on that 45 min call, would indeed hold up the creation of the ticket. We do have plans to review this behaviour as well as make the 60 minutes time window configurable.

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