Scheduled Callbacks view
- 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.
To filter the list by queue, campaign, or division, type all or part of a name in a Filter by … box. Select from the choices displayed. Then click Apply.
To cancel a callback, click the Cancel Callback button beside the callback you want to cancel.
Columns in this view
|Name||Name of person to be called back.|
|Callback Numbers||Telephone numbers to be dialed.|
|Scheduled Time||Date and time when call back will occur.|
|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.|
|Campaign||Campaign associated with the callback. This field is blank if the callback is not associated with a campaign.|
Filters the view by division. Type all or part of a division name to display only callbacks for that division.
|Actions||Currently a single action is supported, to cancel a callback.|