Dynamics 365 Contact Center: Omnichannel customer experiences - Handle duplicate callback requests in overflowing queues

In the in-queue and pre-queue overflow settings within the Copilot Service admin center, administrators can define the following settings:

Prevent duplicate callback requests from the same phone number.

Define deduplication logic using combinations of caller phone number, channel phone number, and queue ID.

Configure caller experiences when a duplicate is detected. An option to end the call or play a custom message in a loop is available. For example: “You are already in queue to receive a callback when a customer service representative is available. Your latest wait time is 12 minutes. You can choose to continue waiting on this call if needed or disconnect and receive the callback.”

Specify the phone number to initiate the callback from.

Business Value

This feature delivers significant benefits by enhancing customer experience, operational efficiency, and administrative control. It prevents redundant callback requests from the same phone number, reducing unnecessary loads on representatives and systems. Administrators gain flexibility to configure deduplication logic and tailor the caller experience, including custom messaging when duplicates are detected.

Enabled for

Enabled b…