Article #: 84
How To: know what to expect as an agent when they have been reserved for a callback
Similar questions: expectation of Reserve Agent feature in CCAC, use Reserve Agent feature in CCAC, example of Reserve Agent process
Purpose: demonstrate what to expect as an agent when they have been reserved for a callback
This is not a step-by-step list of instructions on how to set up Reserve Agent, but rather a step-by-step order of events when (as an agent) being reserved for a callback.
- When logged in to CCAC, there will be a real time display that has different sections. One section will be for your callbacks. You will know if you have been reserved if there is a number in the pending box.
- When you put yourself in a Ready state and activate your channel(s), this will allow you to be available for pending callbacks.
- Once that is done, you’ll notice that under the Active Media section, the text “Reserved for Callback” will appear, meaning that you have been reserved for a callback.
- A timer will also appear under the Active Media section. This timer is the amount of time the customer has to answer their callback and speak to you.
- When the customer answers the system’s callback and agrees to speak with an agent, you will receive an incoming call from that customer.
- Go ahead and answer to address the customer’s questions.
Updated 6 months ago