We have recently started using the direct callback feature to allow customers to request a callback, rather than sit in the queue until an agent is available.
This is working great, and is reducing our abandon rate massively.
However, we have no way of seeing how many (or which) customers are waiting in real time in the queue, as it would make sense to prioritise them over the callback requests. We also have no way to see historical data on what percentage of calls over a period of time (i.e. a year, or a month) were callbacks vs not.
My suggestion is that this should be surfacable via the omnichannel real time dashboard and omnichannel historical dashboard. Perhaps in a way which we could have "Calls in queue" which may be a total of all calls, then a value for "Callbacks in queue", and a value for "Customers waiting in queue".
Comments
100% agreed. The system-initiated outbound callback call is not currently shown as an active interaction in the real-time dashboards. This results in an incomplete picture of real-time voice load and agent engagement, especially for organizations with high callback volumes. When callbacks represent a significant share of inbound demand, this gap makes it difficult to monitor actual active voice traffic in real time, accurately assess agent occupancy and workload and maintain service levels during peak periods. It would be great to see a roadmap update or planned enhancement to include callback calls in Omnichannel real-time analytics.
I would also suggest to show the agent in the pop up with the callback request from which queue the callback is coming.