Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Handling Voice Businesses/ Initiating Callbacks
Updated on 2024-10-12 GMT+08:00
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Initiating Callbacks

An agent can proactively initiate a callback to a customer for completing a business which is interrupted abnormally.

Context

When a call between an agent and a customer is interrupted unexpectedly, the agent can proactively initiate a callback to improve customer experience.

  • An agent can initiate a callback only when the agent is in idle or busy state.
  • A callback can be initiated only when the call type is calling party or called party.
  • Anonymous calls do not support callback.
  • Multimedia agents cannot initiate a callback.

Procedure

If the call between an agent and a customer is interrupted unexpectedly, the agent can call back the customer by one click and continue to talk with the customer.