Scheduled Callback Caller Experience and Widget for Text Scheduled Callback

The Scheduled Callback Caller Experience radio buttons allow you to select the way in which customers schedule callbacks on the associated Call Target.

• When set to Voice, customers will interact with the Mindful Callback voice menu to select a date, time, and callback phone number for their scheduled callback.
• When set to Text, customers will receive an SMS message containing a secure link to a Scheduler widget. They can then interact with the widget on their smartphones to schedule a callback.

To learn more about scheduling callbacks via SMS messaging, including configuration instructions and best practices, see How to Enable Scheduled Callbacks.

The Widget for Text Scheduled Callback dropdown menu allows you to specify the Scheduler widget that will be used when Scheduled Callback Caller Experience is set to Text. This widget will be accessible via a link in the SMS message sent to customers when they choose to schedule a callback via messaging. The link will be automatically populated in the text message by the {{widget-url}} component in the Voice to Scheduled Callback Message Text field.

Number of Days Out to Allow Scheduling (Voice or Widget/API)

The Number of Days Out to Allow Scheduling (Voice or Widget/API) settings define the number of days out from the current date that a customer can schedule a callback on the voice or digital channel. Customers will be able to schedule a callback for any allowable time intervals within business hours, up to the final day in the range.

Configuration Guidelines

Use the following guidelines when configuring the Number of Days Out to Allow Scheduling:

• Enter a number from 1 to 365 (see the Best Practice note below).
• The value will be set to 1 (tomorrow only) if left blank.
• This setting does not consider the current day as Day 1. Rather, the count begins on the next business day.
• The Maximum Callbacks Allowed per Schedule Interval and Hours of Operation determine the intervals available for scheduling.

Considerations for Hours of Operation

The Number of Days Out to Allow Scheduling (Voice or Widget/API) settings do not apply when the Hours of Operation are closed for an entire day. In the following example, the system skips the days that are closed and allows scheduling for three days afterward.

Minimum Number of Widget Scheduling Options (Widget/API)

The Minimum Number of Scheduling Options (Widget/API) setting defines the minimum number of scheduling time slots to display, in 15-minute intervals, for scheduled callback requests in the digital channel.

The number of time slots presented to customers is limited by the Number of Days Out to Allow Scheduling (Widget/API) setting and the Call Target's hours of operation. If the combination of these two settings provides a number of time slots that is less than the Minimum Number of Scheduling Options (Widget/API) configured, then a Widget will extend the number of time slots that it offers until the specified minimum number of time slots has been reached.

Example

Consider the following example:

• Number of Days Out to Schedule Widget Callbacks = 2
• Minimum Number of Widget Scheduling Options = 30

Let's say that based on the Number of Days Out to Schedule Widget Callbacks and the hours of operation, there are only 20 time slots available to offer customers. In this case, since the minimum is set to 30, the Widget would extend into a third day and provide as many additional scheduling time slots as would be needed to reach the minimum of 30.

Offer Scheduled Callback Outside of Hours (Voice or Widget/API)

The Offer Scheduled Callback Outside of Hours (Voice or Widget/API) settings allow you to offer the scheduling feature to the voice or Widget/API channels outside of your Organization or Call Target's hours of operation. This means that if a customer calls your contact center after hours, or views a scheduling widget on your website, they can still choose to schedule a callback for another time when the contact center is open.

If these options are not selected, customers who call after hours will hear "You've reached us outside of our operational hours. We are unable to offer you a callback at this time." Customers who view a widget will see a closed message. Using this setting can ensure that anyone who calls in at any time of day can eventually reach an agent without the need to call in again.

Max Scheduled Callbacks Per Interval

In Mindful Callback, the Max Scheduled Callbacks Per Interval setting controls the maximum number of scheduled callbacks allowed to be registered for each 15-minute interval for both voice- and widget-scheduled callbacks combined.

Once the threshold is reached for a given interval, callbacks can no longer be scheduled for that interval unless an existing scheduled callback is canceled.

How Does it Work?

At the start of each interval, the system will attempt to launch all callbacks scheduled for that time. The pacing of the callbacks can be affected by the Max Active Calls and/or Max Queue Depth setting, which controls how many simultaneous calls can be handled at a time.

If the number of callbacks scheduled to be launched in a given interval exceeds the Max Active Calls or Max Queue Depth setting, then the system will launch as many scheduled callbacks as it can, then it will launch the remaining scheduled callbacks as soon as the number of active calls falls below the configured value.

Configuring Time slots

Quick Access: Callback > Call Targets > Your Call Target > General tab > Callback Scheduling Settings

You can control the maximum scheduled callbacks per 15-minute interval for any span of time on any day of the week. Consider the following example:

In this example, there is a different configuration for three days:

• On Sunday, no scheduled callbacks are allowed.
• On Monday, there is a single time range from 8:00 AM to 5:00 PM that allows five scheduled callbacks per interval.
• On Tuesday, there are two time ranges configured, and no scheduled callbacks will be allowed outside of those ranges (before 8:00 AM, between 12:00 PM and 2:00 PM, or after 5:00 PM).

No scheduled callbacks will be allowed for any days or timeframes that are not configured.

Add a New Time Range

1. Select the Voice Scheduled Callbacks and/or Widget Scheduled Callbacks checkbox to reveal the Max Scheduled Callbacks Per Interval section.
2. For each day that you wish to update, click Add Range in the corresponding row. A new time row will appear for that day, with default values.
3. Update the Start and End times by adjusting the Hour, Minute, and AM/PM toggle switch.
4. Update the value in the Max Scheduled Callbacks Per Interval field for the new time range, then save your changes.

Edit an Existing Time Range

To edit an existing time range, update the Start and End times by adjusting the Hour, Minute, and AM/PM toggle switch, then save your changes.

Delete a Time Range

1. To delete a time range, click the Remove button in the appropriate row.
2. To disallow scheduling for an entire day, remove all of the configured time ranges for that day. After removing all time ranges for a specific day, you should only see the Add Range button in the corresponding row.