The Callbacks Scheduled Details report provides details of callbacks that were scheduled by the agents.
Field or Button
Description
Time Period
Displays the time period for which the query results are fetched.
Query Time
Displays the time when the query was run.
Filters
Displays the list of filters applied to the job.
Total Records
Displays the total number of records fetched in the report.
Field or Button
Description
Campaign Name
Displays the name of the campaign to which the agent is attached.
Note:
In addition to the campaign name, the system displays the campaign type and campaign strategy in front of the campaign name.
Job ID
Displays the identifier of the running session of the outbound campaign.
Creator Agent ID
Displays the agent ID for the agent who scheduled the callback.
If you are using the optional filter Agent ID, the value you specify in that field is used to filter the Creator Agent ID field.
Callback ID
Displays the unique identifier for the callback created by the agent.
Callback Type
Displays the callback type. The callback type can be one of the following:
Agent: Agent callback is a preferred agent callback in which an agent can schedule a callback for another agent.
Campaign: The callback is created for a campaign. The callback can be assigned to any available agent of the campaign.
Standard: This type of callback can be given to any available agent whose skills match with the skills of the running job.
Strict agent: POM tries to deliver the callback to an assigned agent for maximum attempts. If all the attempts are exhausted, POM assigns the callback to another agent who matches the campaign.
Created For Campaign/Agent
Displays the campaign name or agent ID for which the callback is created, depending on the callback type.
Contact ID
Displays the unique identifier of a contact in POM.
Creation Time
Displays the time when the callback is created.
Scheduled Start Time
Displays the time when the callback is scheduled.
Scheduled End Time
Displays the time when the callback schedule ends.
Callback Status
Displays the callback status. The callback status can be any one of the following:
Active: The callback is active and the system processes the callback when the callback matures.
Completed: The system processes the callback and informs the contact via the specified channel in the callback.
Expired: The system does not process the callback after the timestamp specified in the callback expiry time.
Campaign Terminated: If the campaign terminates or finishes due to a specific criteria, the system marks all the callbacks created in the campaign as campaign terminated.
Overwritten: If an agent creates multiple callbacks for a contact while on a single call, the latest callback is active. The system marks all other previous callbacks created by the agent as Overwritten.
Contact Excluded: If you add a contact in the exclusion list, then system marks the callback set on that contact as Contact Excluded.
Serviced By Agent ID
Displays the agent ID of the agent who handled the callback.
Interaction Attempt Time
Displays the time when POM creates an attempt for the contact.
Custom Completion Code
Displays the disposition updated by the agent while handling the callback.
System Completion Code
Displays the disposition marked by POM while handling the callback.
For reporting and monitoring purposes, POM uses the following completion codes:POM
Restricted DNC
Restricted Other
Callback Expired
Callback Postponed
Contact Excluded
POM assigns some of the completion codes to dummy attempts. Therefore, you might see dummy attempts even if there are no real attempts.
