The Scheduled Callback (SCB) editor displays the callbacks that are scheduled currently and their details in the scheduled callback grid. Navigate to the Scheduled callback editor by selecting Configure > Agents > Scheduled Callback editor to view the scheduled callbacks.
The Search By field in the upper-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 filtering 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: Specify the Agent ID or agent name in the value field to search for records specific to an agent
- Account: Specify the account number in the value field to search for records specific to an account
- Phone: Specify the phone number in the value field to search for records specific to a phone number
- Service: Specify the Service ID in the value field to search for records specific to a service
- Status: Select the status from the available drop-down menu
You can customize the fields that are displayed within the scheduled callback grid by clicking the cog icon in the upper-right of the panel to launch the Customize Scheduled Callback Grid screen. The following fields and buttons are available in the Scheduled Callback Grid:
- ID: Unique ID of the record
- Phone Number: 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: Service on which the callback is scheduled
- Scheduled Date: Scheduled date of the callback
- Agent: Agent assigned for the callback
- Scheduled Callbacks created through the IVR do not have an agent assigned.
- Records with an agent showing as N/A indicate that an agent was assigned but removed.
Status: Displays the status of the scheduled callback records. The below table shows state details:
SCB State Definition Ability To Modify SCB State CREATED The system has not picked up the SCB record (No status yet). Yes PICKED The system has picked up the record but has not been assigned to an agent. The record is in memory waiting for the agent to become ready for the SCB so the record can be assigned to the agent. Yes ASSIGNED The system has picked up the record and assigned it to an agent and is previewed on the desktop. The agent can dial, skip, or choose to take no action. No LAUNCHED The agent has dialed the record by selecting the dial button. No RESTRICTED Agent dialed the record. The system attempted to pick up the record although it could not be dialed (for example, the Time zone is not active, the Queue policy, the Dialing profile, the Dialing Window is not open, or other technical issues). No SKIPPED The agent selected 'SKIP' or the record gets skipped after Preview Dial Timeout expires. But the record is still in the memory and will be changed back to PICKED status.
TFH Result: 'Scheduled Callback - Agent Skipped (Not Made) (1151)'No NO_AGENT No resource was available till the end of a business day. Similar to no agent available in the service. No FAILED All other errors (technical or otherwise). No - 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.
