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Callback Scenarios

It does not matter how a callback originates, the voice interaction is always converted to a virtual call and added to the queue where it is monitored so the system can provide information – such as the Estimated Wait Time (EWT) for the queue – to future callers.

This page describes the callback scenarios that Genesys supports with the Callback application.

Immediate Callbacks

An Immediate callback is a callback that is set in motion when your customer (a consumer) makes a request to be called back as soon as an agent who can provide assisted service becomes available. A customer can request an Immediate callback in the following ways:

  • While the customer is in-queue on an IVR:
    • A customer's call arrives and the caller is offered Immediate callback. If the caller accepts, he or she confirms the phone number for the callback.
  • Through an API call; in other words, the customer makes the request from a mobile app or website:
    • A customer is using your company's or organization's mobile app or website and encounters a situation where he or she requires assisted service by voice. The customer taps or clicks a button to request a callback, confirms or provides the number at which he or she would like to receive the call, and receives a confirmation message that the request was received.
    • Because user/context data might be attached to the API request for a callback, key components of the customer's app or web journey can be preserved for agent or reporting use.

No matter how the immediate callback is requested, when an agent who satisfies the required skill expression is ready, then the customer is called and the call is routed to the agent.

Scheduled Callbacks

A Scheduled callback is a callback that is set in motion when your customer (a consumer) makes a request to be called back in the future, at an approximate time that works for the customer's schedule. A customer can request a Scheduled callback in the following ways:

  • While in-queue on an IVR:
    • A customer's call arrives and the caller is offered the option to schedule a callback for some time in the future. If the caller accepts, he or she confirms the phone number for the callback and is prompted to input the time at which he or she would like to receive it. Using the caller's requested time, the system searches for the closest-matching available time to connect with an agent.
  • Through an API call (from a mobile app or website):
    • A customer is using your company's or organization's mobile app or website and encounters a situation where he or she requires assisted service by voice. The customer taps or clicks a button to request a callback, confirms or provides the number at which he or she would like to receive the call, interacts with a date/time picker to search for availability, and receives a confirmation message that the request was received.
    • Because user/context data might be attached to the API request for a callback, key components of the customer's app or web journey can be preserved for agent or reporting use.

No matter how the scheduled callback is requested, if an agent who has the required skill set is ready at the specified time, then the customer is called and the call is routed to the agent.

Click-To-Call-In (Immediate)

Important
To implement this scenario, you need to use the corresponding Call-In API to initiate the Click-To-Call-In request.

A Click-To-Call-In (Immediate) interaction is set in motion when your customer (a consumer) taps a button in a mobile app that is designed to trigger a Call-In API request:

  • A customer is using your company's or organization's mobile app and encounters a situation where he or she requires assisted service by voice. The customer taps a button to contact your center.
  • The system responds with call-in details immediately. Using that information, the app triggers a call to your contact center. If the customer is placed in a queue where the EWT is above the threshold, then the customer might be offered a callback option. Otherwise, the call proceeds normally.
  • Because user/context data might be attached to the API request, key components of the customer's app journey can be preserved for agent or reporting use.

When an agent who satisfies the required skill expression is ready, then the customer is routed to that agent.

This page was last modified on June 6, 2019, at 07:50.

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