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 (those 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. Click Edit Callback to open the Edit Callback(s) window.
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.

Note that 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 reschedule dates beyond February 15th will be greyed out in this view.

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.

Use the date filter to customize analytics views.

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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. Under KEY DATE select Transcript Start or Conversation Start.
3. 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. 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 .

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

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:

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