Hi all,
We recently built out and began using callbacks within our call center. When looking for mishandled callbacks we noticed there was one call were a customer requested a callback, they entered a different phone number that they wanted to be called back on and right after they did this- the call was delivered to the agent as an inbound call from the original phone number. When watching the screen recording- its one complete recording, not broken up as callbacks normally are (initial call, then call back). However, the system logs read this call as a "callback".
Is it possible that the customer called in, requested the call back, and before they hung up an agent became available and accepted the call? I was under the impression that once a person selected "callback" they were no longer in the inbound call queue.
Just curious if this is a normal oddity that can happen- or if something is not functioning correctly in our call routing..etc.
Thanks!
#ArchitectureandDesign#Routing(ACD/IVR)#Telephony------------------------------
Dawn Weston
AvalonBay Communities, Inc.
------------------------------