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Navigate to the Scheduled callback editor by selecting Configure > Agents > Scheduled Callback editor from the navigation panel.



Scheduled Callback editor presents you with the currently scheduled callbacks and their details in the scheduled callback grid. You can customize the fields that are displayed within the scheduled callback grid. Click the cog icon at the top right of the panel to bring up the Customize Scheduled Callback Grid screen. The following fields and buttons are presented in the Scheduled Callback Grid:

  • ID - Unique ID of the record.
  • Phone Number - Displays the phone number of the contact.
  • Account - Account number of the contact.
  • First Name - First name of the contact.
  • Last Name - Last name of the contact.
  • Service - Displays the service on which the callback is scheduled.
  • Scheduled Date - Displays the scheduled date of the callback.
  • Agent - Agent assigned for the callback.

  • Scheduled Callbacks created via the IVR will not have an agent assigned.
  • Records with an agent showing as N/A indicate that an agent was assigned but then removed.


  • Active - Displays the status of the scheduled callback record.
  • Created By - Displays the ID of the resource that created the record.

  • Created On - Date and time the record was created.

You can also change the order of the scheduled callback fields. 

  • Move up – Moves selected field up one space.
  • Move down – Moves selected field down one space.

The Sort Order field allows you to set the sort order of the scheduled callback records.



 

The Search By field at the top left of the Scheduled Callback editor allows you to search for a specific callback by selecting a search option from the drop down menu and filter further by entering the value for the selected option. The default search filter is set to Today's date. You can filter the scheduled callback records by:

  • Date - Select the date from the available drop down menu.
  • Agent - Enter Agent ID or agent name in the value field to search for records specific to an agent.
  • Account - Enter the account number in the value field to search for records specific to an account.
  • Phone_Number - Enter the phone number in the value field to search for records specific to a phone number.
  • Service - Enter the Service ID in the value field to search for records specific to a service.
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