This refers to a feature that allows agents to arrange a callback with a customer at a specific time in the future. Instead of keeping the customer on hold or making them wait in a queue, the agent offers to schedule a callback at a mutually convenient time for both parties. In this report you can view all scheduled call backs coupled with related information for the specific agent who is currently logged in.
Also, you get the following capabilities:
- Play call recording – If the scheduled call back has a status CALLED, you may play the audio recording related to the call. If the recording is not available, No Audio text will be displayed.
- Click to Call – You can conveniently initiate a call to the caller by clicking on the Click to Call button to launch the web dialer.
- View Call Details – By clicking on the associated View Details button, you can view extra information like: Ticket Reference Number, Call Duration, when the call was done and its disposition.
