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Visual indication for Callbacks

Discussion in 'Ideas' started by SSJ, Aug 29, 2017.

Visual indication for Callbacks 4.7 5 3votes
4.7/5, 3 votes

  1. SSJ


    May 30, 2017
    Likes Received:
    When a callback is offered to an agent, there is no indication that it is a callback.
    It looks like a regular incoming call.

    So the agent will answer the call "Thanks for calling ..."
    ...At which point they hear our holding music, and then realise the system is actually calling out to a customer.

    It would be great to have a visual indication before the agent even answers the call.

    I prefix callback calls with "CALLBACK", then strip these 8 digits.
    So after the call is established, "CALLBACK" displays as the prefix on the desktop app.
    Having this custom prefix display when the call is offered (before answering) could be an option(?)