A Personal callback is a scheduled callback that will stay with the user who created the callback. A system callback will go to the next available agent at the specified date and time. Here we will show you how to create a personal callback (also called a user callback).
During the call, the Call Function buttons will appear at the top right of the agent page.
Click the hangup button to end the call.
In the Disposition Window, select Call Back status and the Callback’s Time Section will appear at the bottom of the window.
Click the Callback's Time Zone option to select different time zones.
Click on the Callback's Time to open the calendar window. Click on the month to view all the months or use the arrow left and right to go next or the previous month.
Once the month is selected, you can now pick the date of the callback.
Once the day has been selected select the hour and minute of the callback.
Click on the Save changes button to save the settings.
As for the sample callback above, the Callback's Time Zone is Lead's Time Zone (Lead's time zone is EST) and the callback time is July 25, 2019, at 11:30 AM.
The system will calculate the time difference between the Agent's Time Zone (Configured on the Agent Callback Options) and the Lead's time zone.
Let's say that the Agent's Time Zone is on PST and the lead is on EST. The schedule callback is July 25, 2019, at 11:30 AM.
What will show on the agent's callback tab is the agent's current time that is equivalent to the scheduled callback on the lead's time.
Once the scheduled callback is reached, a notification window will pop up on the lower right corner of the agent's screen.
See this link for more information about System Callback
How to Create a System Callback