Configuring the Callback Request activity

Configuring the Callback Request activity

The Callback Request activity offers customers the ability to leave a callback request. For example, you can use the Callback Request activity to enable callers experiencing longer than average wait times to request a callback from an agent. Callback Request helps you meet your service level goals by reducing abandoned calls.

You can assign callback subroutines and destinations to Callback Request activities. You can also add devices to Callback Request destinations.

The Callback Request activity is available in

Inbound workflows

Inbound and;UPiQ subroutines

NOTE:;For callbacks to function correctly, you must have configured location settings for your media server. If location settings are not configured, your callbacks will not be able to interact your customers. See Configuring location settings.