Queued callbacks

What’s a queued callback?

A queued callback allows customers to keep their place in line without waiting in the queue. In other words, if a customer agrees to be called back, an incoming call will be replaced by a callback and offered to the agent at the time the inbound call would have been presented to the agent.

On a high level, this is how it works in babelforce:

• An inbound call is converted into a callback request by a Local Automation.

• The callback is queued in the same position as the original incoming call.

• When it’s the call's turn, an agent gets an outbound call offered and connects with the customer.

Things to keep in mind 

• This type of callback only works for calls that are already waiting in a queue as they need a position

• These calls have their own source = callback. Therefore, they could be priorities in the selection. We strongly advice against any specific selection for callbacks as this will delay other waiting inbound calls

• You will have to switch to a new version of your ACD. If you share agent groups between different queues and ACDs, we highly recommend you to switch all ACD to Version 2 (V2) as we cannot guarantee fair call distribution between the two different versions

Setting up a queued callback in babelforce

To use a queued callback, you will need to setup a queue experience. Below, we recommend a possible version of how to offer a callback, however, you can always design your processes to fit your needs.

This is the process we will be using in this example:

• Call enters ACD and waits in the queue
• Caller is offered a callback
• In a Switch, we check the customers decision:
  • If the customer does not want to be called back: call continues in a looped waiting audio
  • If customer opts in for a callback, a short confirmation is played and the inbound call is transformed into a callback

1. Configuring the ACD

   • Ensure to select Version v2 in your ACD

   • Connect your Wait line experience and don't forget to configure a queue

     • 

2. Offer a callback
   Use a Speech-to-text module with the Confirmation template.

   • Set a variable, e.g., callbackWanted.

   • Ask the customer if they want a callback.

   • 

3. Check callback request in a Switch
   Add a trigger and use it in a Switch to check if callbackWanted = true.

   • If true, send the caller to a confirmation prompt.

   • 

   • If false, route to a general waiting prompt.

4. Schedule and confirm Callback 
   Play a confirmation prompt for customers who requested a callback.

   • Add a post-automation to schedule the callback.

   • 
   • Use the action babelforce Schedule callback.

     • Set the TTL (time-to-live) in minutes.

       • TTL defines how long the callback should remain valid.

         In our example, the call lives for 60 minutes.

         

     • There are more settings in the callback, however, they do not need to be filled.

       • If the settings empty as in the example above, the callback will automatically use the caller's phone number, the number the caller had called and the call will also end in the same queue it was scheduled in

     • You MAY set the "To" and from number if there is a need

       • The "To" number can be adjusted if you ask the customer if they want to be called back on a different number or if they called anonymously

       • The "From" number can also be changed if this matches your internal processes (maybe callbacks should be done from a different number)

         • 
     • You MAY also change the Queue in which the callback is schedule. This is an advanced setting as you have to identify the queue id, first
       • if you need support finding the id, get in touch with the Success team
       • if you schedule a call in a different queue, it will be placed at the end of the queue (last position)
         • 

After the call was hung up, a new call object will be visible. The call now moves through the queue and will be offered to the next available agent.