If a callback was entered at the wrong time or day, or you simply want to adjust the callback, that can be done from the admin page.
From the Dashboard, click on Reports and select Callbacks from the drop down.
Search for your Callbacks by going to Reports and then Callbacks
Select the callback you wanted to edit, click on Action Button and select Edit from the drop down.
Configure the following if needed:
- User – assign this callback lead to another user
- Recipient – change between Personal or System Callback
- Personal Callback – lead will be offered to the specific agent once the callback is due
- System Callback – lead will be dialed by the system once the callback is due and will be connected to any agent available
- Callback time – change the callback due time
Click on Apply Changes.