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Adjusting Schedules

To adjust the schedule of a record, select the scheduled callback record that you want to edit. Double-click the record to view the Scheduled Callbacks details screen. 

  1. Enter the preferred date in the Scheduled Date field or choose using the calendar button to update the date for the scheduled callback record.
  2. Select the link next to the Agent field to search for and assign a new agent for the callback.
  3. Adjust the Scheduled Time from the drop-down menu.
  4. Click Save to save the changes.

  • You can adjust the schedule of the present-day's missed scheduled callback records which includes:
    • Records presented to an agent and timed out without the agent taking an action,
    • Records missed due to non availability of agents at the scheduled time.
  • You cannot adjust a scheduled callback record that is scheduled through the IVR.
  • You can only adjust the schedule of the callback records with CREATED or PICKED status.

Deactivating Schedules

  1. Double-click the record to view the Scheduled Callbacks details screen.
  2. Click the Deactivate button.

You can cancel the scheduled callback as long as it is not queued up for dialing.

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