Working on callback records in your workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Working on callback records in your workspace

    ServiceNow's Omnichannel Callback, part of the AI Platform®, lets users request callbacks rather than wait in queue for an agent. Callback work items are routed by Advanced Work Assignment (AWA) to available agents, creating interaction records that appear in the Workspace. Agents then manage these callback interactions efficiently within their workspace environment.

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    Callback Scenarios Supported

    • Recurring callback: AWA routes callback attempts at defined intervals. Agents receive and accept the callback work item, triggering an auto-dial to the user. Agents can close or requeue the callback based on the resolution.
    • Click to call: Agents can manually call the user using a phone icon in the interaction record, useful if auto-dial is off or the initial call failed.
    • Scheduled voice callback: For user-requested callbacks at a preferred time, an interaction record is created shortly before the scheduled call. Agents receive the work item, accept it, and auto-dial initiates the call. The interaction can be closed as complete or abandoned based on outcome.
    • Scheduled video callback: Similar to voice callbacks, but includes a video call URL in the interaction record. Agents can close the interaction as complete or abandoned after the call.

    Key Actions for Agents

    • Reattempt callback: Agents can reattempt callbacks via the More actions menu, selecting from reasons like Dead Air, Voicemail, Customer Busy, or Other.
    • Closing callbacks: Once resolved, agents close the callback work item choosing from Resolved or Other. Closing stops any further retry attempts by the system.
    • Reviewing interactions: After closure, agents can access the call transcript and recording in the Conversations tab, with recordings also available in the Activity stream and Attachment tab.

    This workspace integration streamlines managing various callback types and ensures agents have clear options for handling, reattempting, and closing callbacks while maintaining call records for reference.

    Use Workspace to work on callback records originating from Omnichannel Callback

    Overview

    Omnichannel Callback is a ServiceNow AI Platform® capability that provides an option for users to opt for a callback instead of waiting in the queue for an available agent. Advanced Work Assignment routes the callback work items to available agents and interaction records are created for each callback work request. The interaction records appear in the Workspace for agents to work on.

    Agents can work on the records for the following callback scenarios.
    • Recurring callback: AWA routes a callback work item to an available agent based on the predefined callback attempt interval. The agent then receives a Callback work item. When the agent accepts the callback work item, auto-dial initiates a call to the user. Based on the resolution, the agent can either close the interaction or requeue the callback.
    • Click to call: The agent can directly call the end user using the phone icon in the interaction record if auto-dial is not enabled or the initial call did not succeed.
    • Scheduled voice callback: When a user requests a voice callback at their preferred date and time, an interaction record with callback details is created a minute before the scheduled call time and an agent receives the callback work item. When the agent accepts the callback work item, auto-dial initiates a call to the user. Based on the outcome, the agent can either close the interaction as Closed Complete or Closed Abandoned.Scheduled phone callback
    • Scheduled video callback: When a user requests a video callback at their preferred date and time, an interaction record with callback details is created which includes a URL to initiate the video call. Based on the outcome, the agent can either close the interaction as Closed Complete or Closed Abandoned.Scheduled phone callback
    Table 1. Callback actions
    Field Description
    Reattempt callback Agents can reattempt a callback by selecting the More actions button and then selecting Re-attempt Callback. The Reason menu displays and agents have the following options to choose from.
    • Dead Air
    • VoiceMail
    • Customer is Busy
    • Other
    Closing callback If the issue is resolved, agents can close the callback. If closed, the system does not retry callbacks, and the callback task is closed. Agents can choose from the following options to close a callback.
    • Resolved
    • Other
    When a callback is closed, agents can see the transcript and a recording of the conversation in the Conversations tab.
    Note:
    The recording is also added to the Activity stream and the Attachment tab.