I recently implemented the Ringback/Callback feature within a queue, and have a couple of thoughts on improvements.
#1 - I wasn't able to find any documentation on this feature, even though the Queue settings article says to look at this article for more information on Ringback:
#2 - It would be nice if the callback was not a separate call activity in the call log, and could be connected somehow with the original call. I feel like this is duplication within the call log, which skews overall numbers.
#3 - On the same lines as #2 - because it's 2 separate calls, there's no great way for me to filter or pull reports on the call back. I'm tagging the original call where the caller presses a key to initiate a callback, but there's not a great way to set up a trigger to tag the second call that happens.
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