Since Callbacks use the same script as the outbound Voice, you can have that script look up attributes on the conversation. You can use a data action to create the callback and set these attributes instead of using the standard callback action or the agent-scheduled. Give them a small widget or button on a script to run the data action.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 10-04-2023 04:39
From: Thomas Repking
Subject: Scheduled Callbacks
Hi, In case of a scheduled callback, is there a possibility to add the information in the callback script which agent has set up the callback?
#ArchitectureandDesign
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Thomas Repking
Canada Life Group Services Limited
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