Scheduled Callbacks view
Prerequisites
- Analytics > Conversation Detail > View assigned to any user role
- Routing > Queue > View assigned to any user role
- 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.
Note: 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.
To cancel a callback, click the Cancel Callback button beside the callback you want to cancel. 
Columns in this view
| Column | Description |
|---|---|
| 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. |
| Division |
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. |
Note: 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.