Callback lets the caller give up their place in the queue in exchange for being called back when their turn comes.
Three conditions must be met at the same time
- Waiting time in queue — how long the caller must have waited before the offer is made.
- Number of calls in queue — the minimum number of calls that must be queuing.
- Call to agent ratio — the ratio of queued calls to agents that must be reached before a call qualifies.
Set them too tightly and callback is effectively never offered. Start loose and tighten after observation.
Other fields
- Callback enabled — turns the feature on.
- Key to press to receive callback — the key the caller presses to accept.
- Prompt — the message the offer is made with. Audio file or Text to speech.
- When callback could not be completed — choose a group to be notified by email if a callback times out of the queue or cannot be completed for another reason.
The hold music affects the threshold
The panel points out itself that the time limit depends on the length of the hold music. If you change the music under Audio files, review the callback settings again.