Adjusting Schedules
To modify the schedule of a record:
- Double-click the record to view the Scheduled Callbacks details screen.
- Select the link next to the Agent field to search for and assign a new agent for the callback.
- Enter the preferred date in the Scheduled Date field or choose using the calendar button to update the date for the scheduled callback record.
- Modify the Scheduled Time from the drop-down menu.
- Click Save to save the changes.
- You can modify 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 the non-availability of agents at the scheduled time.
- Records with CREATED or PICKED status are editable.
- You cannot modify a scheduled callback record that is scheduled through the IVR.
Deactivating Schedules
To deactivate the scheduled callback:
- Double-click the record to view the Scheduled Callbacks details screen.
- Click the Deactivate button.
You can cancel the scheduled callback as long as it is not queued up for dialing.