With the Spring ‘21 Release, Talkdesk will be adding an enhancement to the Studio Callback functionality on March 31, 2021.
Today, the Callback component enables callers to request a return call without losing their place in the queue. With this release, the Callback component will gain the Exhaust feature, allowing a callback to remain in queue even after an agent rejects it, until either the configured maximum wait time, or until all matching agents have been attempted. For more information on Callback, please review the Studio Guide.
When will the change happen?
On March 31, 2021 Talkdesk will perform a one time update to release this functionality to all customers. There will be no impact to performance during this update.
Why is this enhancement being released?
Today, callbacks are sometimes rejected by the first matching agent, at which point the callback is lost and tagged as missed, causing frustration for the caller as well as those managing the contact center.
With the new Exhaust feature, callbacks will not be lost when a matching agent rejects, instead remaining in the queue until either the configured maximum wait time is reached, or until all matching agents have been attempted.
What do I need to do?
The Talkdesk team will enable this feature for all accounts, so no action is required on your part. This change will become the native behavior of the Callback component in Studio.
If you have previously created a workaround to achieve similar behavior to the new Exhaust functionality, preventing callbacks from leaving the queue, you may need to update the relevant flows using the Callback component in this way prior to March 31.
If you have any questions, please refer to your Customer Success Manager or contact Talkdesk Support.