Scheduled Callbacks view
The following permissions:
- Analytics > Conversation Detail > View
- Routing > Queue > View
- UI > Supervisor Scheduled Callbacks > View
To view columns related to campaigns:
- Outbound > Campaign > View
The Scheduled Callbacks view displays all callbacks scheduled by agents during interactions. There are two types of scheduled callbacks in this view:
- Scheduled callbacks with agent ownership: If an administrator has enabled agent-owned callbacks for a queue, agents in that queue can take ownership of their scheduled callbacks. If the agent who owns the callback is unavailable at the scheduled callback time, the callback waits for the agent to become available. If an agent has taken ownership of the scheduled callback, the name of the agent who owns the callback appears in the Agent Owner column.
- Scheduled callbacks without agent ownership: Either the administrator did not enable agent-owned callbacks for the queue or the agent did not take ownership of the scheduled callback. In this case, the Agent Owner column is blank.
View Scheduled Callbacks
To view and manage scheduled callbacks, click Performance > Workspace > Scheduled Callbacks.
By default, the view shows both types of callbacks – those with an agent owner and those without an agent owner. To view only one or the other, click Filters , and then click Yes or No under Agent Owned.
Manage Scheduled Callbacks
From the Scheduled Callbacks view, you can manage scheduled callbacks in the following ways:
- For agent-owned callbacks, you can cancel, reschedule, or reassign to another queue and agent.
- For scheduled callbacks without agent ownership, you can cancel or reschedule.
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:
- At the end of the row containing the callback you want to cancel, click More .
- Click Edit Callback to open the Edit Callback(s) window.
- Click Cancel Callbacks.
Option 2 - available for single or bulk cancellation:
- Select the scheduled callback you want to cancel.
- Click the Edit Callbacks button at the top of the Scheduled Callbacks view. This opens the Edit Callback(s) window.
- 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:
- At the end of the row containing the callback you want to reschedule, click More .
- To open the Edit Callback(s) window, click Edit Callback.
- Click Reschedule Callback.
- Select the new date and time for the scheduled callback.
- Click Next.
- 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.
- The reschedule period adheres to the queue setting that defines how far in advance an agent can schedule a callback. For example, if the cut-off for an agent to schedule a callback is February 15, all rescheduling dates beyond February 15 will be grayed out in this view.
- You cannot reschedule a callback if the callback is scheduled within the next 15 minutes.
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
- At the end of the row containing the callback you want to cancel, click More .
- To open the Edit Callback(s) window, click Edit Callback .
- Click Reassign Callbacks.
- In the Queue text box, start typing the name of the queue that the new agent owner belongs to.
- In the Agent Callback Owner text box, start typing the name of the new agent owner.
Single or bulk cancellation
- Select the scheduled callback you want to cancel.
- Click the Edit Callbacks button at the top of the Scheduled Callbacks view. This opens the Edit Callback(s) window.
- Click Reassign Callbacks.
- In the Queue text box, start typing the name of the queue that the new agent owner belongs to.
- In the Agent Callback Owner text box, start typing the name of the new agent owner.
- 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.
- For callbacks without agent ownership, 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.
- For agent-owned callbacks, if the schedule out maximum for a queue changes after the callback is scheduled, the existing callback scheduled date will be used.
More about the Scheduled Callbacks view
Notes about this view
- 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:
- Click the date to display the date filter.
- Under KEY DATE select Transcript Start or Conversation Start.
- 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. |
Transcript Start |
Sorts the search results according to when the transcript begins. |
Conversation Start |
Sorts the search results according to when the conversation begins. |
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:
- Click the date to display the date filter.
- 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 filter by information about the callbacks, click Filters , and then search or scroll to select the filter you want to use.
Filters
Filter | Description |
---|---|
Agent Callback Owner | Displays agent-owned callbacks where the agent is inactive or deleted. |
Queue | Displays callbacks associated with the selected queues. |
User | Displays data for inactive and deleted users. |
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.
|
Agent Owned | Displays callbacks that are either agent-owned or not agent-owned. |
External Tag |
Displays information for interactions that have the External Tag attached to the conversation record. Note: External tag data is not available for web chat interactions.
|
To show or hide topic columns, click and then search or scroll to select the columns you want to view.
To rearrange topic 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 topic columns.
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:
- In the callback row, click More .
- Click Copy Conversation ID .
Available Columns
Your customizations determine which metric columns the view shows.
Column | Description |
---|---|
ANI | Telephone number of the person who made the original call. |
Agent Owner | Agent assigned to a callback. |
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. |
Campaign Division | Division names of the outbound campaigns associated with the callback. |
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. |
External Tag | Displays the External Tag that is attached to the conversation record. Note: This data is not available for web chat interactions. |
Languages | Languages set by the routing service for the callback. |
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. |
Queue Division |
Division names of the queues associated with the callback. |
Scheduled Time | Date and time when callback will occur. |
Skills | Expertise required for handling this callback. |