How does this work? (Call back queue feature)

[ElementalWindX]

Say we have a very busy call queue with 4 agents. Their phone system goes to closed at 5pm. Someone calls at 4:50pm and requests a call back. No free agents get off the phone until 5:10pm.

How is the auto call back feature going to handle that scenario if the agents aren't auto logged out at 5pm?


How is the auto call back feature going to handle that scenario if the agents are auto logged out at 5pm?

 

[leejor]

I would make it quite clear, in your announcement, until what time your agents handle calls.

It you tell a caller, that calls in to 5 minutes before closing, that you are only open for 5 more minutes, I would hope that they understand that they probably won't be called back.

 

[ElementalWindX]

I would make it quite clear, in your announcement, until what time your agents handle calls.

It you tell a caller, that calls in to 5 minutes before closing, that you are only open for 5 more minutes, I would hope that they understand that they probably won't be called back.

Right but that doesn't answer my question. What does the system do?

 

[leejor]

I haven't tried the scenario, but have to assume that, (logically) if there are no agents logged it, the callback won't happen, as there is no one to send the call to. I'm sure someone else can confirm.

 

[ElementalWindX]

I haven't tried the scenario, but have to assume that, (logically) if there are no agents logged it, the callback won't happen, as there is no one to send the call to. I'm sure someone else can confirm.

That's my train of thought too and I figure when next day of business rolls around, it'll start calling people back when the first agent logs in. That would be bad imo.

 

[ChrisC_3CX]

To answer your questions:

How is the auto call back feature going to handle that scenario if the agents aren't auto logged out at 5pm?

The CallBack will poll agents normally as it is already in the Call Queue meaning the agents will have to answer and complete the call.

How is the auto call back feature going to handle that scenario if the agents are auto logged out at 5pm?

When the Agents get automatically logged out, all Queue Callbacks will fail as they cannot follow the Queue's Destination if no answer routing. All normal callers however will automatically be routed to the Queue's DNA.

I figure when next day of business rolls around, it'll start calling people back when the first agent logs in.

This will not happen, all QCBs would have already failed and will not re-occur.

 

[Alphabetic]

And you should schedule daily reports for any failed QCB and ask your staff to follow up.