Immediate Callback - Customer First is a feature that enables the customer to request a callback based on the Estimated Wait Time (EWT). The customer can request a callback before the call is queued if EWT is within business hours and the minimum and maximum thresholds that the account administrator configures. Customers cannot request a callback if the EWT exceeds business hours. Avaya Experience Platform™ Public Cloud supports using a different or the same phone number to request a callback. Customers who do not want a callback can also wait in the queue until an agent answers the call. Avaya Experience Platform™ Public Cloud does not support call recording for callbacks.

You can use five task types to create a self-service flow in Automation:

• Offer Callback task: Takes the Queue ID, EWT, and business hours of the queue as input values and verifies if the customer receives a callback offer. The Offer Callback task routes the flow to the next task in Orchestration if the customer is ineligible for a callback.

• Create Callback task: Enables the customer to create the callback with the verified information.

• Confirm Callback task: Delivers the scheduled callback to the customer. You can create three types of Confirm Callback tasks to cover different scenarios, such as the following:

  • Failure: The customer does not answer the callback, and the callback is rescheduled for later.

  • Canceled: The customer rejects the callback.

  • Delivered: The customer accepts the callback, and the callback is delivered.

• Input tasks: Takes input from the customer and routes the flow based on the inputs the customer provides. You can use the input tasks for several purposes, such as the following:

  • To offer the customer a callback or wait in the queue.

  • To offer the customer to receive the callback to a different phone number or use the same phone number.

  • To store the new phone number that the customer entered for a callback using a built-in operations task.

• Operations task: Enables you to change the value of a variable in a self-service flow. For example, if the self-service flow receives a variable value from Orchestration, you can use the assignment operation to override this value with a new value.

Using these task types, you can create a self-service flow and initiate it on Orchestration using a second Start Automation task. You can type a new name for the Start Automation task, which initiates the callback self-service flow. For example, type Callback Offer. You can also type a new definition for the task. For example, Offer Callback if EWT is between the minimum and maximum threshold values.