In-Queue Callback
    • 21 May 2024
    • 5 Minutes to read
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    In-Queue Callback

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    • PDF

    Article summary

    In Dialpad, the in queue callback feature allows callers to request a return call instead of waiting in a hold queue. Admins can enable this feature in the settings. Callers hear a message offering a callback option while in the queue. They can choose to connect to an agent or cancel the request. Agents see incoming callback requests and can initiate the call flow. Callbacks are counted separately in analytics. Different outcomes include connecting to an agent, no answer, or declined callbacks. Callbacks do not count as abandoned calls but affect service levels. Callers can only request one callback at a time and can input a different number for the callback.

    Rather than waiting in a hold queue, an in-queue callback allows your callers to press a button to request a return phone call once an Agent becomes free.

    Let's take a look at in-queue callback in Dialpad.

    Who can use this feature

    In-queue callback is available to Ai Contact Center or Ai Sales users on an Advanced or Premium plan. It's also available as a paid add-on.

    Our discontinued 'Ai Voice with Contact Center Add-On' license also supports this feature but is limited to existing customers.

    Enabling In-Queue Callback

    First, your Admin needs to enable In-Queue Callback. 

    From, navigate to Admin Settings

    1. Select the Contact Center 
    2. Select Business Hours & Call Routing
    3. In the Call Routing section, click Edit Call Routing
    4. Navigate to the Hold Queue section
    5. Check the box beside "Allow callers to request a callback"
    6. Choose when to allow call-back requests (if the hold queue has more than XYZ people in it)
      • Choose which button allows them to request the call back
      • Choose if you'd like to connect to an Agent before calling back — this allows agents to be called first before reaching out to the customer that requested the callback.  

    Your settings are saved automatically once you make changes.
    When offering callbacks, we recommend disabling the 'exit to voicemail' feature. If you enable both 'exit the hold queue to voicemail' and 'request a callback', you'll need to ensure that the same key option (see: the adjacent drop-down menu) is not selected for both.

    How In-Queue Callback works

    The In-Queue Callback experience is different for agents and callers. Let's look at how it works from each perspective. 

    In-Queue Callback from the client's point of view 

    When a caller is in the queue, they will hear a message offering them a callback.

    1. When they select a callback, they'll hear a confirmation message, then the call will end.
    2. The caller’s queue position in is maintained, and once they reach the top of the queue, Dialpad will call them back.
    3. When Dialpad calls them back, the caller will hear a message prompting them to either: 
      1. Press 1 to connect to an Agent 
      2. Press 2 to cancel the request 
    4. If the caller selects 1, they will be connected to the next available agent.

    If a callback is placed and the call is missed or unanswered by an agent, the caller won't lose their place in the queue, they will be next in line for the next available agent.

    If the caller selects #1, they will be placed at the top of the queue and connected to the next available Agent. While we trigger the callback, available agents will continue to be served other calls — this is to ensure the queue is handled as efficiently as possible.

    How In-Queue Callback works from an agent's point of view

    From the Hold Queue tab of the Contact Center inbox, agents can see callers who are waiting.

    The Hold Queue tab displays the caller's name or number, the amount of time they were on hold, and the time they have been in the Callback Queue.   

    When an agent is available, they will see an incoming call appear, with a pink banner stating "Callback from".

    When an agent clicks "Answer", Dialpad will automatically ring out to the client who requested the callback, and the call flow will proceed just like any outbound call. 

    If the 'connect to Agent before calling back customer' setting is enabled, the call will ring to an Agent, and when they answer the call they will hear “Connecting you to someone who requested a callback”

    Once the call has been completed, the agent will select "Callback" from the Disposition drop-down menu, enter the call's notes and click "Complete"

    Frequently asked questions

    Can I change the greeting my caller hears when they request a callback?

    Yes, please reach out to our Support Team. They'll be happy to upload your custom greeting.

    Can callers submit multiple callback requests?

    No, a caller can only request one callback at a time.

    Can a caller input a different number to be called back on?

    Yes, customers can press 2 when prompted and enter a new number.

    Does Dialpad retry an unsuccessful callback (ie when no one picks up)?

    Not yet, but this is something we are planning to add in the future. 

    Do callback requests adhere to the defined Maximum Wait Time?

    Yes. Callbacks will terminate after your defined Maximum Wait Time. 

    Will callback requests adhere to my Fallback Options?


    What happens if there are callbacks left in the queue when we close?

    Remaining queued callback requests will be terminated when your business day closes, unless you've enabled the 'Allow existing calls to stay in queue after Contact Center has closed' setting for your Contact Center's Closed Hours Routing configuration. 

    When enabled, queued callback from the day prior will re-appear in your queue the following day.

    Does callback work internationally?

    No. Only callers from the same country will be offered a callback. 

    Will the Agent know when they answer a callback?

    Yes, an agent will be able to tell if they are receiving a call from a callback request.

    Why do callers have to make a selection when called back?

    In order to ensure your Agent’s time isn’t wasted, we check that your caller is still available for the callback before completing the call.

    What does the callback count as incoming or outgoing, or both?

    Similar to transferred calls, callbacks create two separate call records in your analytics. The first is the incoming call during which the caller opts to receive a callback, rather than remain on hold in the queuethese are counted as “Callbacks requested.”

    The second call is the "outbound callback" that the Dialpad system initiates when a caller has reached the head of the queue. These are counted as System initiated callbacksi.e. calls automatically generated for fulfilling the callback requests. The count shows how many callbacks were fulfilled in the selected time period. The count of system-initiated callbacks in a time period can be higher than the count of "callbacks requested" displayed for that period if the callback request happened just before the filtered date range.

    Additionally, we have broken down the various different outcomes that can happen in a callback experience. 

    • Connected to agent: Original caller accepts the callback and connects with an agent 
    • No Answer/Declined by caller: Caller received a callback and did not answer or declined the callback by selecting the “Callback is no longer needed” option
    • Callback - Caller Accepted - Not Connected: Caller accepted the callback fulfillment call, but did not wind up connecting to an agent. This can happen if agents were rung out and missed answering the call, or because the caller abandoned the call before an agent could be connected.
    • No callback: A callback was requested but there was no system-initiated callback call. This case occurs if the maximum queue wait time for the group is exceeded before the queued callback request makes it to the head of the queue

    What happens if I turn off the in-queue callback feature when there are callers in the queue waiting to be called back?

    Calls remain in the queue until served.

    How do callbacks affect Service Level?

    Callbacks do not count as Abandoned, but they do decrease your Service Level, just like an abandoned call. Any time a call is not connected within the time threshold, the Service Level decreases.

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