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Call Center Logic question

kbudurka
Participant
Participant

‎2023-05-05 08:06 AM

I have a call queue that after 2 minutes on hold offers the caller option for call back.

In this same queue I have an overflow that after 10 minutes on hold force rolls to a backup call center. The backup call center is outsourced.

 

What would happen if the caller selected a call back at 2 minutes and remained on hold past the 10 minute threshold before the overflow logic kicks in and sends the call to the backup call center?

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3 REPLIES 3

BChaffin
Newcomer
Newcomer

‎2023-06-05 03:54 PM

kbudurka,

 

I am new to Zoom but have found that If the caller selects to have a call back at the 2 minute mark the call will then be in the call back queue.  Have you verified that the call back queue for that 1st queue as the overflow setup?

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kbudurka
Participant
Participant
In response to BChaffin

‎2023-06-07 09:11 AM

Hi BChaffin.
I don't have a separate queue for call-backs.

Maybe I am not following your question.

 

In my normal call queue, there is a "keep place in line and call-back" feature from the built-in options.
I never created a separate queue for the actual call-back. Should I, and if so, that seems like it would give me more functionality, like a different overflow.

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BChaffin
Newcomer
Newcomer
In response to kbudurka

‎2023-07-11 11:11 AM

@kbudurka Sorry for the late response.  In my contact center I had the same thing setup for every 10 minutes the call should offer the callback.  However I found out that if the wait time is less than the time you have set for the overflow or the callback then it would offer it right away.  I found this not to work for my center and have turned off the callback feature.

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