A callback is a request that callers can make to have their call returned when an agent is unavailable to take it right away. In contact centers, callbacks assist busy agents and provide an extra level of service to customers who encounter wait times. Callbacks increase customer satisfaction, since a caller does not have to wait on hold or possibly incur long-distance charges while waiting to speak with an agent. In addition, callbacks help agents who cannot complete the interaction because they cannot answer the customer’s question or must perform more research.

In Architect, you can build a Create Callback action into an inbound, in-queue, or outbound call. If a customer does not want to wait in the queue any longer, you can offer an option to request a callback from an agent at the earliest opportunity. When a customer requests the callback, the callback remains in the queue. When an appropriate agent becomes available, the callback object gets routed and answered by the agent. The agent then starts an outbound call to the customer. 

Enabling a script’s Callback property makes it available to Architect Create callback actions. By default, this setting is not enabled. See Manage script properties.