When a caller schedules a queue callback, a placeholder is created in the queue. That placeholder advances through the queue in their position. When it reaches the front, the system dials the customer back and — depending on the strategy configured — either holds an agent in reserve or returns the caller to the queue to be answered next.

Three options are available: Disabled, Wait in Queue, and Reserve Agent.

Configuring the Callback Strategy

The setting can be found in Queue Callback and clicking the dropdown for Callback Strategy.

Disabled

Expected Behavior — Callers are not offered the option to schedule a callback and must wait in queue to be answered.

Queue callback is disabled for the skill group.

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Wait in Queue

Expected Behavior — When the callback reaches the front of the queue, the system calls the customer back and returns them to first position.

When the callback placeholder reaches the front of the queue, the system dials the customer. No agent is reserved during this process — agents continue receiving normal inbound interactions while the callback is being initiated.

If the customer accepts the callback (presses 1), they are placed back into the queue at position 1 and answered as the next available interaction.

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Best Suited For

This strategy is best suited for queues with short average wait times and multiple available agents. Since no agent is reserved, the callback caller competes with other inbound interactions when they re-enter at position 1.

How it works:

1. Caller's placeholder reaches position 1 in queue
2. The system dials the customer
3. The customer is presented options:
   1. Accept (press 1) — they re-enter the queue at position 1 and are answered next by an available agent
   2. Snooze (press 2) — they disregard the callback
   3. Cancel (press 3) — they cancel the callback
4. Agents are not held (normal call distribution continues throughout)

⚠️

Two-minimum callers

The callback offer will not be presented to a caller already in position 1. At least two interactions must be in queue for the offer to be audible.

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Reserve Agent

Expected Behavior — When the callback reaches the front of the queue and an agent is available, the agent is reserved while the customer is called back.

When the callback placeholder reaches the front of the queue and an agent becomes available, that agent is reserved — removed from the general agent pool and held exclusively for the pending callback.

The reserved agent sees a screen notification in CC-Agent Client indicating they are reserved for a callback, along with a countdown timer. The system dials the customer during this window.

If the customer accepts (presses 1), the call is connected directly to the reserved agent.

📘

Best Suited For

This strategy is best suited for queues with longer average wait times and small agent teams. The agent is held exclusively for the callback, reducing the risk of the customer accepting the callback only to wait again.

How it works:

1. Caller's placeholder reached position 1 in the queue and an agent is available
2. The agent is reserved — set aside and no longer eligible for other inbound interactions
3. The agent received a notification "Reserved for Callback" with a countdown time (~2 minutes 30 seconds)
4. The system dials the customer
5. The customer is presented options:
   1. Accept (press 1) — they connect with the reserved agent
   2. Snooze (press 2) — they disregard the callback
   3. Cancel (press 3) — they cancel the callback

Choosing a Strategy