Initiating Callbacks

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.