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Queue Callback enables your customer to opt for a callback and hang up, instead of waiting on the line until an agent answers their call. This provision is also referred to as Virtual Hold or Virtual Queuing, in general.

Why set up queue callback?

With queue callback,

  • Your customers can reserve a place in the wait queue and hang up.

  • Agents need not perform any extra actions to perform a callback.

  • You can reduce the number of abandoned calls.

When can the customer opt for a call back?

Your caller will first hear the wait/welcome message of the wait queue followed by an instruction to opt for a callback. The caller can press 1 to continue in the wait queue or press 2 to opt for a callback to the same number.

What happens next?

Once the caller opts for a callback, they can hang up. But, the call continues on the agent-side — essentially the caller has reserved a spot in the wait queue and is considered as being on ‘virtual hold’ . As soon as an agent is available, a callback is performed by the system. 

  • If the customer answers, it’s treated as an answered call. 

  • If the customer does not answer, the call is treated as an abandoned call. 

  • If the agent disconnects before the customer answers, it is considered as a missed call.

  • If the callback is not performed within the wait time set for the queue, the fallback action for the wait queue is performed. For example, if you’ve chosen ‘Send to Voicemail’ as your fallback option, the customer will receive a call and your voicemail greeting would be played to them. The customer can then record a voicemail message. Note: This voicemail message will also be created as ticket if the account is integrated with Freshdesk.

  • Similarly, if the agent doesn’t answer the customer will receive a call and your Hangup message will be played to them.

How an account admin can set up queue callback in Freshcaller

Queue Callback is available as a queue level setting under ‘Call Flows’. Remember, to avail this option you need to create a call queue first. To enable callback in an existing call queue, follow these steps:

  1. Go to ‘Admin’ settings.

  2. Click on ‘Call Flows’.

  3. Search for the call queue you need to modify. 

  4. You will find the ‘Wait Queue Settings’ immediately below your queue set up, on the same page. If you are unable to find it, try allocating a team to ‘Caller will be attended by:’ field. You will now be able to view your wait queue settings.

  5. Click and active the toggle for Callback.

How agents can perform callbacks

Once the call rings for an agent on their browser, they’ll receive a notification with ‘Callback’ and ‘Decline’ options. Clicking on decline here will be considered as agent ignore. The wait queue flow which is currently set up for a normal call will be applicable in this case.

The notification shows the timestamp at which the callback was requested.

How supervisors can monitor callback performance

On the live dashboard, supervisors can view how many calls are in queue, waiting callback. On the call metric page, they can monitor call statuses.

In the Freshcaller Reporting module, you will now be able to track ‘Time to call back’. This will be equivalent to ‘wait time’ in a scenario where callback is not enabled.

How callbacks are charged

The first leg of the call will be charged based on incoming call rates for missed calls. The second leg of the call (the callback) is charged based on the number being dialed.

Note to Freshdesk+Freshcaller users

  1. Callback requests are not converted to tickets. 

  2. On calling back, if the customer does not answer, a ticket for abandoned call is created and the subject of the ticket is changed to Abandoned Callback. 

  3. If the agent does not call back, a ticket for missed call is created and its subject is changed to Missed Callback. 

  4. If the customer leaves a voicemail on calling back, a voicemail ticket is created.