In this video, Rebecca discusses a new feature "In-queue and scheduled callback automation"

Administrators and contact center managers can now automate portions of the callback process to provide agents an automated experience when they handle scheduled and in-queue callbacks. The callback queue configuration offers options to Auto-Answer, Auto-Dial, and Auto-End Callback interactions. This feature removes the need for agents to perform manual actions and leads to improved handle times for in-queue and scheduled callbacks. For more information, see Create and configure queues , Enable communication level After Call Work and automatic callbacks , and Place, transfer, and dismiss a callback. This feature requires no restriction by user or required user to access.

Release notes: https://help.mypurecloud.com/releasenote/december-6-2023/

Presenter: @Rebecca Harper

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