Home
API Documentation
Contact Support
Login
Contents
x
Mindful Platform
Mindful Feedback
Mindful Integrations
Mindful Training Library
Powered by
Best Practices
9 Articles
in this category
Print
Dark
Light
Contents
Best Practices
9 Articles
in this category
Dark
Light
Best Practices for End of Day Handling
What is the End-of-Day Handling Period? Before we begin, let's establish a definition of the end-of-day (EOD) handling period. This is the period during which inbound calls will be treated as if the Call Target is outside of its hours of operation....
Updated on : 30 Nov 2023
Best Practices for Formatting SMS Messages
SMS Character Limit We recommend a limit of 140 characters per message. The actual character limit for notification text in the Mindful UI is 500. However, any notification that contains more than 140 characters will be split into multiple parts...
Updated on : 19 Jan 2024
Best Practices for Grouping Call Targets Using DNIS Mapping
Mindful Call Targets can be configured in a variety of ways to prescribe how Mindful Callback operates. In the case of a single agent pool that's multi-skilled, we recommend grouping the pool into a single call target, which can be consolidated usin...
Updated on : 17 Nov 2023
Best Practices for Improving Take Rate
This article outlines several best practices for improving take rate of callbacks. Used in conjunction, we have found that these practices support the effective and efficient use of Mindful Callback, leading to the optimal customer experience. Set...
Updated on : 17 Nov 2023
Best Practices for Monitoring System Health
Mindful Callback's dashboards and reporting features provide insights into system health that administrators can monitor at any time. By monitoring system health weekly, daily, or even throughout the day, you can identify potential issues as soon as...
Updated on : 17 Nov 2023
Check Mindful Status in Inbound Call Flows
Summary and Impact The inbound routing scripts or call flows in your contact center should perform a Retrieve Widget Status API request (HTTPS GET) to Mindful Callback to ensure the associated Call Target is ready to register callbacks. See the ...
Updated on : 17 Nov 2023
Offering Second-Chance Callback
NOTE This Best Practices guide covers an integration option that requires updates to ACD routing logic. Contact the Mindful Support team for assistance or to discuss how the option can be implemented in your environment. Second Chance Callback i...
Updated on : 30 Nov 2023
Quoting Wait Time Before Offering Callbacks
Summary and Impact A general wait time expectation should be set with a customer prior to offering a callback. Setting a wait time expectation increases callback acceptance rates. Increasing acceptance rates maximizes the value Mindful provides and...
Updated on : 20 Nov 2023
Using SIP Advanced (BYOC)
Summary and Impact SIP Advanced call flows—also called Bring Your Own Carrier (BYOC)—utilize your contact center infrastructure and carrier for the customer leg of callbacks. Rather than dialing the customer directly, Mindful will send the custome...
Updated on : 20 Nov 2023
Change password!
Changing your password will log you out immediately. Use the new password to log back in.
Current password
Current password is required
New password
New password must be at least 8 characters long. It should contain at least one upper and lower case letter, number, and a special character.
Confirm password
Confirm password must be at least 8 characters long. It should contain at least one upper and lower case letter, number, and a special character.
Confirm password should be same as new password
Update
Change profile
Success!
First Name
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last Name
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
New email
Enter a valid email
Re-enter your password
Enter a valid password
Your profile has been successfully updated.
Update
Logout