Where to offer callbacks (Mindful vs. ACD)
Summary and impact
Mindful Callback should perform the callback offer whenever possible, rather than your contact-center solution (ACD). Mindful performing the callback offer expands reporting capabilities and provides insights into callback acceptance rates.
Reporting is hindered considerably when the offer is made outside of Mindful, since we lack accurate acceptance-rate stats in that scenario.
Components involved
Platforms and products involved | Features and capabilities involved | Supported integrations |
---|---|---|
Mindful | Callback | All |
Additional notes
There are technical considerations that could result in the callback offer being done outside of Mindful. For example:
- PSTN Integrations
- Integrations that do not support SIP REFER
- Integrations where the IVR interacts with Mindful via API
Advantages of Each Option
Offer in Mindful | Offer on Your ACD |
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