There are many situations in which calling a contact back is the best option. Whether it is to follow up on a sale at the contact’s convenience, to offer a callback to avoid long queue times, or to check on a customer’s progress in a customer service environment. In each of these circumstances, we create a callback.
They can be created:
- By an agent during a conversation with a contact.
- By the contact interacting with the Callback applet in a flow.
- Automatically through settings in the queue if the contact waits longer than a specified period.
Callbacks created by the agent will have an associated date and time. Callbacks created by queues and flows will usually not have an associated time.
Public or Private
There are two types of callbacks:
- Public callbacks go to a list that any agent can call from.
- Private callbacks are assigned to a particular agent to do.
As an Admin you can define which type of callbacks an agent can create using settings in the project/campaign.
Viewing callbacks
To see a list of outstanding callbacks, in your Admin account:
- Go to the Overview page.
- Go to the Callbacks subpage.
The callbacks are listed in two separate tables, first showing all the current Private callbacks, and then the Public ones.
- You can filter the tables to show only one office’s callbacks. Click the Office drop-down list and select which office you wish to view.
- You can search for a specific callback in either of the tables by typing a search clue in the Search field, clicking the in drop-down list to select which field to search (defaults to Customer name).
- You can sort the table on any column by clicking on the column heading.
Clarifications
- The Calling time column shows the time of the call during which the callback was created.
- The Callback time column shows the time the callback is scheduled for, if any.
- The Agent column for Private callbacks shows which agent the callback is assigned to. For Public callbacks it shows which agent created it.
Managing callbacks
As an Admin, you can move callbacks between projects, switch them between public and private, and for private callbacks, change the agent they are assigned to.
- Click to select the callback you wish to change.
- To select multiple callbacks, hold down the Ctrl key and click the other callback(s).
For Private callbacks:
To move the callback to a different agent:
- Click the Move to agent button or click the
icon to the right of the callback.
- Click to select the agent you want to assign the callback to.
- Click the OK button.
To make the callback Public, meaning any agent can pick it up:
- Click the Move to public button or click the
icon to the right of the callback.
For Public callbacks:
To make the contact Private for a particular agent:
- Click the Move to agent button or click the
icon to the right of the callback.
- Click to select the agent you want to assign the callback to.
- Click the OK button.
For both Private and Public callbacks:
If you need to change the project the callback is associated with:
- Click the Move to project button.
- Click to select the correct project from the list.
- Click the Save button.
Deleting callbacks
If a callback is no longer required:
- Click the Delete selected callbacks button or click the
icon to the right of the callback.
- Click to select what should happen with the contact.
For example, if you have created an outcome for your project which creates a callback and moves the contact to a different contact list for callbacks, when you delete the callback, you may want to return the contact to the first list. In that case, you would choose Move and restore the contact to another list, choosing your main contact list.
- Click the Apply button.