Named task callback, or sticky callback

Many contact centers, including retail companies, are interested in the fact that the operator has the opportunity to lead the client from getting acquainted with the product to completing the transaction. Often, the operator’s earnings directly depend on this. We agree that such a callback feature is important, useful, and necessary, and therefore…

This article is related to Auto Callback

We called it “Sticky Callback”! It can be used both when adding a task to the callback from the CRM profile, and when processing lost incoming calls. You can assign a contact to a specific user, or you can assign it to the current user processing a client card in CRM. Lost handling assigns a callback to the last agent who had a conversation with this customer. By the way, in 2022 we added an updated group stickiness, you can read more about it here.

The “sticky” setting is located in three places:

1. in the response settings of the CRM conversation script;
2. in the queue settings;
3. in dialer settings.

Setting up in CRM

Go to the response settings of the dialogue script we need, with the addition to dialer already enabled (works in Callback mode). In the settings, you can specify the option “User” (current user) or select a specific user to which contacts will be assigned to the callback.

Setting “stickiness” for processing lost in callback mode

Go to the settings of the dialogue script response, with the addition to dialer already enabled (works in Callback mode). In the settings, you can specify the option “User” (current user) or select a specific user to which contacts will be assigned to the callback.

dialer setting

Specify “Callback mode” and waiting time for the person in charge. When the time comes when the task is scheduled to ring, the countdown will begin. When the waiting time for the responsible has passed, the task is released from the responsible and goes to the first free operator.

Where can I see responsible people in reports?

In the log of autodial attempts, an entry appears when the wait time for the responsible person ends;

Also, it is possible to automate the calculation of such operator violations through the KPI counter ;

The responsible operator will be displayed in the task details in the updated version of the task list.

Stas Luchkin