Requested: Alex Morgan asks for a callback
Save the request before confirming it to the caller. The sample 2–3 p.m. window comes from the support calendar; it is not an appointment with a named person.
Skyway · AI-powered cloud contact center
A contact center that’s easy to run.
Give your team one place to answer calls, manage callbacks and follow up on voicemail. Describe how you want calls handled, and AI helps prepare the setup.
Skyway · Calling workspace
Skyway · Customer Support
Alex Morgan
Connected · 02:14
Refund status · Customer Support
Jordan Reyes is handling the call.
- Availability
- On a call
- Waiting
- 3
- Follow-up
- 2
calls
open items
Skyway
Keep calls moving. Keep your team focused.
Set your business hours, greetings and call routing around the way you serve customers.
Alex Morgan asks for a callback
Save the request before confirming it to the caller. The sample 2–3 p.m. window comes from the support calendar; it is not an appointment with a named person.
Read every scenario
Owned work: Keep the request, owner and status together
A callback or voicemail stays in the team’s follow-up view until the next action is recorded. A busy or unanswered attempt does not complete the customer’s issue.
Connected: Connection is not resolution
A connected call establishes contact. Whether the customer’s issue was resolved is a separate result.
Skyway
Tell Skyway how you want calls handled.
Describe what should happen when your team is busy or your office is closed. AI helps prepare the call routing. Check the result and put it into use.
Prepare a busy path for Customer Support
“When everyone is on a call, let customers request a callback during our support hours or leave a message.”
Read every scenario
Your request: Prepare a busy path for Customer Support
“When everyone is on a call, let customers request a callback during our support hours or leave a message.”
Prepared routing: Check the waiting, voicemail and callback choices
The draft adds a busy path to Customer Support. Callback windows come from the support calendar. Check greetings, hours and routing before putting the change into use.
Review: You decide when the change goes live
The preview and review are preparation. Activation is a separate authorized action; this website’s example does not change any phone system.
Make the next conversation better.
Connect Skyway with Atlas to help your team find current answers, understand why customers call and improve the service they give.
Help people find the right answer.
Bring approved guidance beside the customer conversation.
Understand what needs attention.
See the reasons customers call, recurring questions and conversations that need a closer look.
Give coaching a clear starting point.
Use relevant calls and specific feedback to help people improve.
Your next contact center starts here.
Starting a team or moving an existing one? We’ll help set up your numbers, people, business hours and call routing, then work through the move with you.
Talk to AionCX