Scheduled Callbacks view

You can cancel any type of scheduled callback (those with or without agent ownership), and you can cancel a single scheduled callback or you can cancel multiple scheduled callbacks at once.

There are two ways to cancel a scheduled callback:

Option 1 - available for single cancellation:

1. At the end of the row containing the callback you want to cancel, click More .
2. Click Edit Callback to open the Edit Callback(s) window.
3. Click Cancel Callbacks.

Option 2 - available for single or bulk cancellation:

1. Select the scheduled callback you want to cancel.
2. Click the Edit Callbacks button at the top of the Scheduled Callbacks view. This opens the Edit Callback(s) window.
3. Click Cancel Callbacks. 

You can reschedule any type of scheduled callback (the callback with or without agent ownership), meaning you can change the date or the time of a scheduled callback.

To reschedule a scheduled callback:

1. At the end of the row containing the callback you want to reschedule, click More .
2. To open the Edit Callback(s) window, click Edit Callback.
3. Click Reschedule Callback.
4. Select the new date and time for the scheduled callback.
5. Click Next.
6. Review the new scheduled date and time and click Confirm. Otherwise, click Previous to return to the Edit Callback screen or click Cancel to cancel the action.

You can reassign agent-owned callbacks to another agent within the same queue or to another queue and agent. You can re-assign a single agent-owned callback or multiple agent-owned callbacks at once.

There are two ways to reassign an agent-owned callback:

• Single cancellation
• Single or bulk cancellation

Single cancellation

1. At the end of the row containing the callback you want to cancel, click More .
2. To open the Edit Callback(s) window, click Edit Callback .
3. Click Reassign Callbacks.
4. In the Queue text box, start typing the name of the queue that the new agent owner belongs to.
5. In the Agent Callback Owner text box, start typing the name of the new agent owner.

Single or bulk cancellation

1. Select the scheduled callback you want to cancel.
2. Click the Edit Callbacks button at the top of the Scheduled Callbacks view. This opens the Edit Callback(s) window.
3. Click Reassign Callbacks.
4. In the Queue text box, start typing the name of the queue that the new agent owner belongs to.
5. In the Agent Callback Owner text box, start typing the name of the new agent owner.

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month. 

To use a preset to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. In the Presets list, select a preset date option.

Date presets

To use a custom date range to filter metrics, complete the following steps:

1. To display the date filter, click the date.
2. Select a start date and an end date on the calendar, and click the filter arrow .

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

To filter by information about the callbacks, click Filters , and then search or scroll to select the filter you want to use.

Filters

To show or hide columns:

1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.
   
   
5. Search or scroll to select the columns you want to view.
   Note: You can also use keyboard navigation to choose the columns.
6. Click Save. The selected columns appear on the screen.
   Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To rearrange the columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article. 

You can copy the callback conversation ID to the clipboard and use it to filter callbacks or share it with someone, such as Customer Care.

To copy the conversation ID:

1. In the callback row, click More .
2. Click Copy Conversation ID .