Bulk Edit

Click to edit the Agent ID of multiple callback records that you select. Bulk edit is applicable only for the Preferred Agent and Strict Agent types of callback.

Terminate

Click to terminate the selected callbacks. You can select multiple callbacks at a time and terminate the callbacks.

You can terminate the callbacks that are in one of the following states only:

• Active Attached To Job

• Waiting For Job

Callback once terminated is not attempted again and its status is set to Manually Cancelled.

Delete

Click to permanently delete the selected callback record. You can delete multiple callbacks at a time.

You can delete the callbacks which are in one of the following states only:

• Expired

• Completed

• Overwritten

• Manually Cancelled

• Contact Excluded

Search Callback

Use to search a callback record using a campaign name.

Filter

Click to perform advanced search.

The following fields are displayed when you click Filter:

• Column Name

• Operator

• Search Text

Column Name

Select the column name based on which you want to filter the callback records.

The following are the options:

• • System Contact ID

  • Campaign Name

  • Type

  • State

  • Created For Agent

  • Created By

  • Next Attempt After

  • Start Time

  • End Time

Operator

Select the operator you want to use to perform the search.

For more information about the supported logical operators for searching a callback, see Supported logical operators for searching callback records

Search Text

Specify the text based on which you want to search the callback record.

Refresh

Click to clear the search.

Actions

Displays the following options for the actions you can perform on the callback record:

• Edit: To edit the callback. For more information, see Editing a callback.

• Details: To view the details of the callback. For more information, see Viewing callbacks.

• Terminate: To terminate the callback. For more information, see Terminating a callback.

• Delete: To delete the callback. For more information, see Deleting a callback.

The options that are available depend on the status of the callback in the campaign.

Callback ID

Displays the callback ID of the callback.

System Contact ID

Displays the system contact ID of the callback.

Campaign Name

Displays the name of the campaign for which the callback created.

Type

Displays the type of the callback.

The following are the callback types:

• Preferred Agent

• Campaign

• Standard

• Strict Agent

State

Displays the state of the callback.

The following are the callback states:

• Active Attached To Job

• Completed

• Expired

• Campaign Terminated

• Overwritten

• Contact Excluded

• Waiting For Job

• Manually Cancelled

• Queued for Dialing

• In Progress

Callback state is marked as Completed in the following cases:

• For an agent-based callback, after the agent attends the callback, the callback state is marked as Completed.

• For a notification callback, when the notification call for the callback is launched, the callback state is marked as Completed.

• For an SMS or email callback, when the SMS or email is sent, the callback state is marked as Completed.

Created By

Displays the ID of the agent who created the callback.

If the callback is created by a web service, the Created By field displays the name of the user who executed the web service to create the callback.

Created for Agent

Displays the ID of the agent for whom the callback is created. The Created for Agent value is present for Preferred Agent and Strict Agent types of callbacks only.

Next Attempt After

Displays the next attempt time scheduled for the callback. Next attempt time is determined by the Pre interval time(min) and Retry time(min) global configuration parameters.

The First attempt time is Pre-interval time (min). If the callback gets postponed, Next Attempt After value is set to: The time at which the callback is getting postponed + Retry time(min).

Next attempt time is calculated as: Next Attempt time = Start time - Pre-interval time

For example, if Start Time is set to 4:00 P.M., Pre-interval time is 2 minutes, and Retry time is 30 minutes, the first attempt, that is, Next Attempt starts at 3:58 P.M. If no agent is available at that time, retry is attempted after 30 minutes, that is, 4:28 P.M.

Start Time

Displays the start time of the scheduled callback according to the local time zone of the logged in user.

End Time

Displays the end time of the scheduled callback according to the local time zone of the logged in user.

If the end time is dash (-), the callback does not expire.