I poked around the ideas lab and didn't see anything for this functionality so I am not sure if I should start a new idea.
I am hoping to have an after call time out for call backs similar to what we have for regular incoming calls. When agents are done with the call, we are finding some are sitting in a call back for an extended amount of time. I will be nice and say it's in error but some may be taking advantage of the functionality of having to end call back before being available again. Has anyone run into this or heard it is on the road map somewhere?
#ArchitectureandDesign#PlatformAdministration#Routing(ACD/IVR)#Telephony------------------------------
Julie Green
Sentinel Benefits & Financial Group
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