When licensed for IVR, Interactive Visual Queue also provides the Callback to be processed grid, which displays all callbacks in the displayed queues in the Interactive Visual Queue monitor. Users can access the Callback to be processed grid to manage callbacks in queue.

The following list provides descriptions of the column headings available in the Callback to be processed grid:

• Caller # displays the phone number provided by the contact
• Caller Name displays the contact's name
• Status displays the state of the callback

  • New request
  • In progress
  • Requeued
  • Completed
  • Unknown

• Priority the importance level of the callback.

  • Voice-Normal
  • Web-Normal
  • Abandoned-Low

• Type displays the type of callback

  • Voice
  • Web
  • Abandoned

• Reason displays the callback's reason for its current status
• Attempted Calls to Agent displays the number of times the agent attempted the callback
• Last Time Agent Attempted displays the last time the agent attempted the callback
• Request time displays the specific time the callback will be executed
• Time Received displays the specific time the caller submitted the callback request
• Web IP Address displays the IP address of the contact who submitted the callback request.
• Last Attempted Call To Client displays the specific time the last callback attempt to the caller was made
• Attempted Calls To Client displays the number of times the callback was attempted
• Client Available From displays the earliest time the contact is available to receive the callback
• Client Available To displays the latest time the caller is available to receive the callback
• ANI displays the phone number of the caller
• DNIS displays the phone number the caller dialed
• Dialable displays the number of the device that will handle the callback
• Device Name displays the name of the device that will handle the callback
• Device Type displays the type of device that will handle the callback - extension, agent, or queue
• Recorded Message displays a hyperlink to the voice callback request .wav file left by the caller
• Area displays the state, province, or other area the call originated from
• Country displays the country the call originated from
• Endpoint displays the endpoint attempting to perform the callback
• Region displays the region the call originated from

 

MANAGING CALLBACKS IN INTERACTIVE VISUAL QUEUE CALLBACK MONITORS

Using Interactive Visual Queue's Callback to be processed grid, users can requeue, reject, and delete callbacks from monitors. Requeued callbacks are re-entered into their queue. Rejected callbacks are removed from the queue and will not be offered to employees. Deleted callbacks are removed from the current monitor, but are not removed from the system.

Users can also adjust a callback's priority. Callback priority determines the order of which callbacks will be offered to agents. Callbacks are offered to agents in order of their priority and then by the longest waiting callback of that priority. For example, High priority callbacks are offered before Normal priority callbacks, even if the Normal priority callbacks have been in queue longer.

 

The following procedures explain how to:

  • Requeue a callback
  • Reject a callback
  • Delete a callback
  • Change a callback's priority


To requeue a callback 

  1. Right-click a callback and select Requeue.
  2. Select Yes. To reject a callback

 


To reject a callback 

  1. Right-click a callback and select Reject.
  2. Select Yes. To delete a callback


To delete a callback 

  1. Right-click a callback and select Delete.
  2. Select Yes.


To change a callback's priority
Right-click a callback and select Change priority=>[priority level].