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How does a Schedule Call Back work ?

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Applies To

  • VCC
  • Campaigns

Answer

  • Prompts an agent to schedule a callback time.
  • Sends a reminder to the agent before the scheduled time if the agent is logged in to their Agent Workspace or Salesforce account.
  • Sends a past-due reminder If the agent logs in past the scheduled time.
  • The agent has to manually place an outbound call at the scheduled time.

For example, if you mapped a 'Busy, Callback' code with a 'Schedule Call Back' action, when an agent selects the 'Busy, Callback' code, the agent is immediately prompted to schedule a time for the callback. A reminder is sent half an hour before the scheduled time.