Scheduled Callbacks view

Prerequisites
  • Analytics > Conversation Detail > View assigned to any user role
  • Routing > Queue > View assigned to any user role
  • UI > Supervisor Scheduled Callbacks > View 
  • To view columns related to campaigns: Outbound > Campaign > View assigned to any user role

Use the Scheduled Callbacks view to see and cancel callbacks scheduled by agents during interactions. To view the Scheduled Callbacks view, click Performance > Scheduled Callbacks.

Workforce engagement for PureConnect and Genesys Engage users

This Genesys Cloud feature is not available to users from the PureConnect and Genesys Engage platforms.

Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Genesys Engage cloud User Guide.

This view does not update automatically. To see the most current data, click Refresh .

To save the view with your filter and column settings, click Save .

To export the data in the view, click Export .

Customize the view

Customize the Scheduled Callbacks view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of callbacks. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view. 



Use the date filter to customize analytics views.

Use presets to filter metrics by date, or configure a custom date range.

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

Presets Description
Current interval

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.
Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months.
Interval

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.
Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

 

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

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow.
    Date picker apply

 

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

Filters

Filter Description
Queue

Displays callbacks associated with the selected queues. 
Campaign Name

Displays callbacks associated with the selected campaigns. When you type a campaign name, the suggested campaigns are displayed with their campaign types, Voice or SMS.

Display callbacks for multiple campaigns by entering other campaign names and searching again. 
Division

Filters callbacks for a specific Division. See About access control.
Callback Number

Displays callbacks associated with the selected telephone number. 
Skills

Displays callbacks that have the selected skills.

Filter for multiple skills at one time by entering other skills and searching again.
Conversation ID

Filters for callbacks matching the specific conversation ID. This filter returns callbacks that occurred within the specified date range filter.
ANI

Displays callbacks with the selected ANIs.

  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • You can search for multiple numbers by searching again.



To show or hide columns, click  and then search or scroll to select the columns you want to view. 

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

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




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 . 



Here's how to cancel a callback.

  1. In the callback row, click More .
  2. Click Cancel Callback . 

 



 

Notes:
  • The callbacks are automatically placed on behalf of the queue or campaign, and use the queue’s ANI or the campaign’s ANI, not the agent’s ANI.
  • When a callback reaches its scheduled time, it is removed from the list and sent to the originating queue.
  • In some instances, a scheduled callback has both a queue and a campaign associated with it. When that occurs, the queue takes precedence over the campaign.

Available Columns 

Your customizations determine which metric columns the view shows.



Column Description
ANI Telephone number of the person who made the original call.
Callback Number Telephone number to be dialed.
Campaign Campaign associated with the callback. This field is blank if the callback is not associated with a campaign.
Conversation ID Alphanumeric identifier that can be used to locate this callback.
Conversation Start Date and time stamp for the start of the original conversation.
Division

Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 
Duration Number of days since the start of the original conversation.
Name Name of person to be called back.
Queue Queue to place the call on. This field is blank if there is no queue, which can occur if the callback is associated with a campaign.
Scheduled Time Date and time when callback will occur.
Skills Expertise required for handling this callback.