Creating a callback experience

Last Updated : Oct 31, 2023 |
Prolog information
Metadata
Keywords:
Create a new callback experience to customize the configuration of a callback offer per queue. If you do not create a callback experience, the default settings are applied to the queues. After you create an experience, configure the settings in the Settings tab.
  1. In the navigation tree, click Contact CenterCallback.
    STEP RESULT:
    Application Center Administration displays a list of existing callback experiences including the default.
  2. In the Filter Columns dialog box, select the columns you want to display and click Close.
  3. Click Create Experience.
  4. In the Callback name field, type a name for the callback experience.
  5. In the Description field, type a description for the experience.
  6. Fill in the fields.
  7. To enable the callback experience, toggle on the Enabled Callback Experience switch.
    ADDITIONAL INFORMATION:
    To disable the callback experience, toggle off the Enabled Callback Experience. Callback is not offered and pending callbacks are suspended for any queues associated with a disabled experience.
Next steps
Assign a queue to the callback experience.