Callback Monitoring

Articles

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Overview to Callback Manager

Callback Manager enables supervisors to view the summary of callbacks scheduled by their agents. A supervisor views the agent's name, assigned callback's status, and callback time on the table. Supervisor also cancels or reschedules the callback as per the requirement. How can Supervisors Benefit fr

Knowledge Base Article

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Callback Monitoring

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When to use Callback Manager?

Scheduled Callbacks can be used to track all the callbacks scheduled by the agents and the associated cases.An integrated screen to monitor callbacks scheduled by multiple agents at a single place. Ensure agents are attending to callbacks by keeping a close tab on its statusIncrease your customer re

Knowledge Base Article

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Callback Monitoring

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How to use Callback Manager?

The Callback Manager screen in the Supervisor Console enables supervisors to monitor and manage the callbacks scheduled by agents. Supervisors can view the callback details, including case number, campaign name, agent's name, and callback status. They can also take actions on the callbacks, such as

Knowledge Base Article

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Callback Monitoring

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Configuration Steps

Callback functionality is available by default for Supervisors. Dashboard can be filtered, sorted or modified as required.Filters The supervisors can segregate Callbacks on the basis of various filters.​FieldsDescriptionCampaignUsing this filter, a supervisor can see the list of all callbacks for a

Knowledge Base Article

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Callback Monitoring

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