What are the different callback statuses
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.
Personal Callback - 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. These callbacks are shown in the CRM’s callback tab. Additionally, Agents will need to manually call these type of callbacks.
System Callback - These are system wide callbacks and do not stay with the agent. Once the system sees that there is a scheduled system callback, the system will automatically dial the lead, and if the lead answered, it will be connected to the next available agent.
Note: Your admin may disable callbacks entirely or only allow for system callbacks.
To choose your callback type, click on the drop down menu next to Callback Type.