The Scheduled Callback (SCB) editor displays the callbacks that are scheduled at present 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 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 - 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
- Status - Select the status from the available drop-down menu
You can customize the fields that are displayed within the scheduled callback grid. Click the cog icon in the upper 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.
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 this SCB record (No status yet). Yes PICKED The system picked it up and 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 picked up the record and has assigned it to an agent and being previewed on the desktop. The agent can dial, skip, or do nothing. No LAUNCHED The agent has dialed the record by selecting the dial button. No RESTRICTED Agent dialed the record. The system attempted to pick the record although it could not be dialed (like Time zone is not active, Queue policy, Dialing profile, Dialing Window 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 available till the end of a business day. Like, no agent available into 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.
