Overview

Admins can track and manage their Agents' Callbacks and adjust Callback settings such as time, day, Recipient, etc.

Editing a Callback

1.) Click the Reports main menu.

2.) Click the Callbacks menu option.

The Show Callbacks page will open.

Open Show Callbacks New.png

3.) Configure your Date range.

Start Date: Click the field to open the popout Calendar. Select a Date and Time.

Start Date - Show Callbacks.png

Month Selection - Show Callbacks.png

End Date: Click the field to open the popout Calendar. Select a Date and Time.

End Date - Show Callbacks.png

4.) Further narrow your results with the Filter By fields.

(A) Filter By options include:
- Campaign: Filter Callbacks by Campaign(s).
- ID: Filter Callbacks by their Identification number.
- Lead ID: Filter Callbacks by the Lead's Identification number.
- List: Filter Callbacks by the Lead's List.
- Recipient: Filter Callbacks by Personal or System.
- Stage: Filter Callbacks by Pending, Completed, or Dismissed.
- User: Filter Callbacks by the Agent that owns it.
(B) This field and its choices depend on which option you select in the drop-down in part A.
(C) Click the Add Filter to configure additional Filters.
(D) Order By options include Callback Time, Campaign, ID, Lead ID, List, and User.
(E) You can then choose Ascending or Descending from the second drop-down.

Filters and Search - Show Callbacks.png

5.) Click the Search button.

6.) Click the Callback ID number to open the settings.

Click Callback ID.png

The Callback Settings page will open.

7.) Edit the Callback as needed.

(A) User: Select a new User to own this Callback in the drop-down.
- If the Recipient is changed to Personal, this User will also be responsible for performing the Callback.
(B) Recipient: Select whether the Callback is System or Personal in this drop-down.
- System Callbacks will go to any Agent logged into the Campaign at the scheduled time. Only the User assigned to this Callback can initiate a Personal Callback.
(C) Callback Time Zone: Select a Time Zone for the Callback in this drop-down.
(D) Callback Time: Select the date and time for the Callback in this drop-down.

Callback Settings - KB.png

8.) Click the Apply Changes button.

Apply Changes - Callback Settings.png