Managing callbacks

• 

• Administrator

The Callback tab in the Callback UI displays the list of callback records. If you have sufficient user privileges, you can create, recreate, schedule, edit or cancel callbacks on this tab. Use the Advanced Options dialog to customize the display of data.

Related documentation:

• How Callback works

Callback Monitor is the minimum role required to access the Callback tab.

The Callback tab in the Callback application displays the list of callbacks in pages of 250 items. Depending on your time filter selection, you might continue to see a callback record on the Callback tab after the Desired Callback Time has passed.

Additional tabs and dialogs might display, depending on the permissions associated with your Role.

You might see the term service or service name in callback-related applications, Widgets, APIs, and in the Callback UI. A service, in this context, is a virtual queue. The service name, therefore, refers to the name of the virtual queue. For example, on the Callback page in the UI, the Service Name column identifies, by name, the virtual queue associated with each callback.

Important

Genesys Callback supports voice calls only. Digital interactions are not supported.

Important

Callback records are stored for 14 days. The 14-day TTL setting starts at the Desired Callback Time. The Callback TTL (seconds) setting in the CALLBACK_SETTINGS data table has no effect on callback record storage duration; 14 days is a fixed value for all callback records.

Callback states

Callback records can have the following states:

• SCHEDULED—The callback-management system is handling the request (there are no sessions started in the system). While in this state, the request is available on the Callback tab as long as the specified Desired Callback Time is upcoming.
• QUEUED—Callbacks actively waiting for an agent in ORS/URS; the agent is not assigned yet.
• ROUTING—An agent is reserved but the call is not yet routed to the agent.

• PROCESSING—The assigned agent is handling the callback. You cannot cancel a callback when it is in the PROCESSING state.
• COMPLETED—The callback was completed. The COMPLETED status can include a result or reason for the callback completion. For example, a result can indicate that the callback was completed by an agent or was cancelled by an administrator. The result displays beside COMPLETED in the State column of the table.

The Desired Callback Time is not a precise moment in time, but rather a short time increment – by default, two minutes – that begins at the time identified in the column. When a callback in the SCHEDULED state remains in that state past the Desired Callback Time time interval, a warning icon displays to alert you. Hovering your cursor over the icon displays the warning message.

A calendar icon displays beside callbacks that originated as scheduled callbacks. If there is no icon associated with a callback's state, then the callback was initiated as an Immediate callback.

Callback administration overview

The Callback tab includes the following features:

• Refresh—You can force the interface to refresh the list of callbacks.
• Date range selector—The date range drop-down menu lets you filter the list of callback records based on a specific (pre-defined) period of time. In the Advanced Options window, you can add your own custom date range to the drop-down menu.

• Search box—You can select a column field in the drop-down at the right of the Search box. The interface then filters the results dynamically as you type.

If you do not see your callback after you successfully create it, make sure that your time filters are correct. For example, if you scheduled a callback to occur in two days, it does not show up if the Last 30 Days label is selected. Switch to Next 7 Days, or something similar, to view it.

Searching for a specific interaction

To quickly find a specific callback interaction, use the Tools > Callback Search menu option. To search for an interaction, enter either the callback ID or the customer's phone number and click Search.

Metrics

On the Callback tab, you have access to diagnostic data or metrics for each callback record. The metrics that are available for a callback depend on the callback's state. As the state of the callback progresses, more data becomes available, which means that additional metrics become available as well.

To view the metrics for a callback, click the arrow beside the record. Callback provides some basic information below the callback record (Position in Queue and Estimated Wait Time).

To view all metrics for the callback, click the Advanced Callback Metrics toggle. For example, you might want to know who cancelled a particular callback. That information is available in the list of advanced metrics.

Tip

The username of the person who created, cancelled, rescheduled, or recreated a callback is captured only when the action is performed in the Callback UI.

Advanced options

Advanced Options—Opens a dialog in which you can customize how the Callback tab displays data:

• Configure Columns—Select display properties for columns.
  • Show Time in 24 Hour—Show all times in 24-hour time rather than AM/PM format.
  • Show Times in UTC—Show all times in the table in UTC time rather than local time.
• Configure Custom Date Range—Add a time range filter.

• Filter the display of callbacks by States and Services—To filter the list of callbacks that display on the Callback tab, you can select specific callback states and virtual queues (services). To view callbacks in any state, select ALL in the Visible Callback States list. Similarly, to view callbacks from every virtual queue, select ALL in the Visible Callback Services list.

Create or schedule a callback

Important

This feature requires the Callback Administrator or Callback Supervisor role.

Click Create Callback to submit or schedule a callback request. A new dialog opens. Select the Callback Type (Immediate or Scheduled), then a Service Type (the name of the virtual queue provisioned in Designer), and enter the number to call in the Customer Number field. For Scheduled callbacks, select a date and time for the call.

Tip

If you provision a virtual queue for callbacks in Designer while you are logged in to the Callback UI, be aware that the new queue will not be available for use in the Callback UI until you log out and log in again because Callback fetches virtual queue permissions data only at login. In other words, Callback determines which virtual queues you have access to when you are logging in, and only then.

Edit a callback

Important

This feature requires the Callback Administrator or Callback Supervisor role.

In the Callback table, for Callbacks that can be edited, a blue pencil displays in the last column. Clicking this pencil displays the edit options for that Callback.

• You can choose to reschedule the Callback (only for SCHEDULED Callbacks).
• You can choose to cancel the Callback.

Recreate a callback

Important

This feature requires the Callback Administrator or Callback Supervisor role.

For completed callbacks which can be recreated, the icon displays in the last column of the table. Click the icon to open the Recreate Callback dialog for that callback.

Important

Name recordings will be preserved if a callback is rescheduled within four days of the completion of the original callback.

Bulk cancel and export of callback records

Important

This feature requires the Callback Administrator or Callback Supervisor role.

Make sure to select an appropriate Time Range to filter callbacks, then make a callback selection to activate the Cancel Callbacks button. When you click this button, the Cancel Callbacks Confirmation dialog opens, displaying the selected callback cancellations.

You can either:

• Continue with the selections you have made and click Confirm to cancel them, or
• Check Cancel All Callbacks In Current Time Range to override your previous callback selections and delete all callbacks in the current time range. If you select this option, the list of displayed callbacks disappears from the dialog. Callbacks that are in the PROCESSING state cannot be cancelled. If there are any callbacks in this state within the selected time range, they are excluded in the Cancel Callbacks Confirmation dialog box and are not cancelled.

Click Confirm to cancel the records.

The resulting display shows all the callbacks that you have cancelled and that are now in the COMPLETED (CANCELLED_BY_ADMIN) state.

The Export Cancelled Reports dialog provides the Cancellation Summary Report file only when you have recently cancelled some callbacks. This report shows the cancellation status of the recently-cancelled callbacks.