This FAQ will discuss different callback statuses that can be used by agents in OMNI. There are two types of callbacks: User and System. Here we will discuss what each one does
User Callback - These are personal callbacks. Agents will get a notification once the system detects that there’s a callback scheduled for the agent and a pop up reminder will display in the bottom right corner of the screen. Additionally, these callbacks are shown in the CRM’s callback tab.
System Callback - These are system wide callbacks and do not stay with the agent. This type of callback will come up on the next available agent's screen at the specified date and time.
Please note: Your admin may disable callbacks entirely or only allow for system callbacks.
To choose your callback type, click on the dropdown menu next to Callback Type.