This page allows you to see all users private callbacks set on your portal, in real time. From here, you can manage these, read the notes added to callbacks (and edit them) or remove them where required. 

Fig 1. To access the page, head to MANAGEMENT > CALLBACKS

To be able to see callbacks you must be in the same team as the users you wish to see callbacks for, perfect for team leaders. If you wish to view all users call-backs, a simple solution is to create an 'Overall' team with everyone in, allowing you to view all private callbacks set by everyone.

Settings

Along the top of the screen, you will see various controls to alter the view of the callbacks page. Essentially, there are shortcuts to periods of time to view callbacks or you can choose to display a date range's call-backs.

Fig 2. Page display options highlight at the top of the screen.

Callback summary

Here you can see a summary for the selected criteria.  This includes, total call-backs, overdue call-backs, average call-backs per day, call-backs due today, call-backs due this week, call-backs due this month and call-backs due this quarter. You can also see a summary of callbacks set broken down into hourly periods.

Fig 3. The call-back summary stats.

Callbacks table

In the table, you can see individual agents and their call-backs based on the criteria selected. You also have the option to look at list level callbacks. The table shows the call-backs by time over an 8am to 8pm day (There are also columns for before 8am and after 8pm).

Fig 4. Call-backs by time. Note this will show multiple agents, the image above only has one agent with a call-back set.

Selecting agents

Clicking on an agent in the table will bring up their individual call-backs in the row. This will open up all the call-backs in a table that shows the date, time, phone number and notes about each call-back. It will also populate the Callback summary with that users stats. To get back to the overall summary, you select 'Callback Summary'.

Fig 5. An individuals call-backs listed underneath the user.

You can filter the callbacks, refresh them as the screen is live, and select an individual call-back or multiple call-backs, by selecting the check box(es). You can then modify them on the right hand side of the screen with the actions dropdown.

Fig 6. Modifying a specific call-back.

Make public	Clicking this option will put the call-back into the 'public call-back pot' and will be given to any available agent at the time set for the call-back.
Postpone	Here you can postpone the call-back for a specified length of time.
Reassign	Here you can select another user from the system to reassign the call-back to. Once you have chosen the user, hit the reassign button to move that private call-back to the selected user.