Schedule call assignment enables Agents to assign personal call backs to other Agents in your contact centre.
Enabling Scheduled Call Assignment
Once enabled at the contact centre level, this feature will need to be enabled on a per Agent basis. This can be done by editing each Agent individually or for multiple Agents at once by using mass update.
When this feature is enabled at Contact Centre level it becomes active for both Admin and Supervisors automatically.
Assigning Scheduled Calls
When you select an incomplete outcome or the system outcome for schedule callback the settings to create a scheduled call will appear in the phone. Agents have access to all the usual settings that are available when setting a scheduled call such as the date, time and priority. However, the tick box setting for a personal callback is now replaced with a Assignee drop-down.
The Assignee drop-down allows Agents to select the name of the Agent that the schedule call will be assigned to. When saved, the schedule call will appear in the Agents schedule call list on the calls tab.
The Assignee drop-down is set to unassigned by default, which means this callback would be presented to the next available agent when the scheduled time has lapsed. Clicking the Assignee drop-down displays a list of Agents that are available to be assigned to the callback. The list will display any Agents assigned to the outbound queue that has the dataset containing the customer record assigned to it.
The list is defaulted with the Agent’s name at the top so that they can quickly assign schedule calls to themselves.
The Agent will not see themselves if they are not assigned to the outbound queue that has the dataset containing the customer record assigned to it.
Q - What happens if the dataset isn’t assigned to any outbound queues?
A - If the dataset is not assigned to any queue then no Agents will be available in the Assignee field. The Scheduled call cannot be assigned.
Q - What happens if there are no Agents assigned to the outbound queue?
A - If the dataset is assigned to a queue but no Agents are assigned to that queue then no Agents will be available in the Assignee field. The Scheduled call cannot be assigned.
Q - If I disable scheduled call assignment for an Agent what happens?
A - If the setting is disabled that Agent will no longer be able to assigned a scheduled call to other users. They will only be able to assign a scheduled call to themselves or leave it unassigned. Their existing scheduled calls will not change and other Agents will still be able to assign scheduled calls to them.
Q - If I disable schedule call assignment for an Agent, will it affect their callbacks?
A - No. All existing callbacks set for themselves or others Agents will remain and be dialled accordingly.