Work the call-back list
Take a waiting call-back, call the customer and record whether you reached them.
Where to find it
Calls › Inbound ops › Callbacks
Open this screen
Steps
- Open Calls › Inbound ops. Callbacks lists overdue ones first, with the promised time and how long they waited.
- Press Take on a call-back to make it yours.
- Call the customer, then press Reached or No answer.
- Administrators and managers can press Recover abandoned to add callers who hung up while waiting to the list.
Troubleshooting
"Nobody is waiting for a call back."
The list is empty.
Tips
- The call-back service level card shows the share completed on time over 7 days.
Related how-tos
- Inbound ops Run the inbound desk day to day: call-backs, queue pausing and draining, voicemail, holidays and emergency closures.
- Turn a voicemail into a call-back Read new voicemail and queue the caller for a call-back.
- Pause, resume or drain a queue Stop new calls arriving in a queue, or turn everyone still waiting into a call-back.
- See the answer order and drain a queue See the order waiting callers will be answered in and why, and move everyone waiting to call-backs when needed.