WEB callback Overview

As an agent, you might have to handle web callback requests.

A contact can schedule a callback for a particular time, or request to receive it as soon as possible. A contact can also request a callback from an IVR (Interactive Voice Response) system, or a web page, in order to avoid a long wait in the response queue.

If you are logged in and ready, the Web Callback Interface appears on your screen.

Web callback supports Preview mode only:

After you are connected with your contact, you can perform various tasks, depending on the nature of the interaction. For example, you can update customer records, reschedule a call, and so on.

This section discusses web callback functionality: