Hey guys,
Quick question...
Is there a method within the platform by which an agent can schedule a call back that is then added to a queue / dynamically routed to them at the scheduled time?
The issue that we have is that agents are receiving email / digital interactions requesting a voice call from a customer. The agent is then having to take themselves 'off queue' to manually call the customer. If they remain on queue and manually place the outbound call it causes issues with reporting statistics. We require the ability to add the call back to a queue so that it can be dynamically initiated, whilst the agent remains on queue and thus not causing issues with reporting statistics.
I hope that this relatively clear.
Cheers.
#Telephony------------------------------
Matthew Tipler
News Team Group
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