Courtesy Callback Scenario

[Michael Miu]

Hello,

What would happen if a customer selects the courtesy callback option, they are just about to be called back because the estimated wait time condition is met.

Then all of the sudden, a large number of agents log in and become ready.

Would callers waiting in queue behind the courtesy call jump ahead and go to available agents

Thanks in advance!

[Jameson Gagnepain · Accepted solution]

Mike,

The VRU Script that does the callback is not interruptable. While the caller who is being called back may be at the front of their queue (and ahead of callers who chose not to do callback), if the system can't deliver them to a newly available agent, it will maintain the caller's position but deliver the next available caller to the agent. This is the case with any VRU Script that is not interruptable.

So if any number of agents log in and become ready, they would answer whichever callers are at the front of the queue and not in the middle of a non-interruptable script. In other words, they'll take callers who are currently waiting on the line (whether they used the callback or not), in the order they joined the queue to begin with. If a callback customer has not yet been called back, there will not be an agent who gets reserved for that caller... that agent would just get the next available caller in queue.

-Jameson