Overview
Agents have two types of Callbacks: Personal and System. Personal Callbacks are assigned to the specific Agent, while System Callbacks go to any Agent available at the specified time. In this article, we will walk through how to configure an Agent's Callback settings.
Contents
Configuring Agent Callback Settings
1.) Click the Account main menu.
2.) Click the Users menu option.
The Show Users page will open.
3.) Click the Agent's Name to open their Settings.
The User Settings page will open on the Credentials tab.
4.) Click the Callback Options tab.
5.) Configure the Callback Options as needed.
- (A) Enable Call Backs: Yes or No toggle. (If set to No, the Callback status will not be available in the Agent Interface.
- (B) Force Callback Type:
- System Callbacks Only: Agent will only be allowed to schedule system callbacks.
- Personal Callback Only: Agent will only be allowed to schedule Personal callbacks.
- System and Personal Callbacks: Agent will only be allowed to schedule both types of callbacks.
- (C) Agent Time Zone: Set the Timezone of the Agent to ensure their callbacks are set to their local time.
- (D) Default Callback Timezone: Agents can select the Timezone for their callback. This setting determines whether the default option is set to Agent or Lead's Timezone.
- (E) Release Overdue Personal Callbacks: When enabled, the system will convert an Agent's overdue Personal Callbacks to System Callbacks.
- (F) Move Overdue Personal Callbacks by: This setting determines how long the system will wait before converting the overdue Callbacks to System Callbacks.
6.) Configure the Email Notification settings.
- Email Callback Info: When enabled, the system will automatically send all Personal Callbacks as Calendar Events to the Agent's email address.
- Email Template: Select an Email Template in the drop-down.
- If you select No Email Template, the Agent will receive a short email with some basic information about the Lead and the date and time of the scheduled Callback.
7.) Click the blue Apply Changes button.
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