The activation of the call back feature for customers exist in the settings menu, but it is now misleading following a recent upgrade. It seems hard code has been added that requires agents to be un...
timcrews talking to the team, you should be able to do this by adjusting the Caller Wait Time Threshold. The threshold number has to be greater than “0”, which means callback option will be offered when the average caller wait time exceeds the determined threshold, which is calculated within the last 15 minutes.
Aside from this, there is going to be a release here soon on queue callback where customers will be able to put “0" as the threshold.
So if the threshold is set to 0, this means the 15-minute calculation will be ignored, and the callback option will be offered to every caller if there are no available agents in the queue