Overview
The Callbacks page gives you a real-time view of all private callbacks set by agents on your portal. From here you can monitor callback volumes, read and edit notes, reassign callbacks to other agents, postpone them, or move them into the public callback pool.
To access the page, go to Management > Callbacks.
Note. You can only see callbacks for agents in teams you belong to. To view callbacks across your entire operation, create an 'Overall' team containing all users.
Page Controls
Use the controls along the top of the screen to filter which callbacks are displayed. You can select a preset time period or define a custom date range.
| Option | Description |
|---|---|
| All | Displays all callbacks currently set on the system. |
| Overdue | Shows callbacks that have passed their scheduled time. |
| Today | Displays callbacks scheduled for today. |
| Week | Shows callbacks due in the next seven days from the current date. |
| Month | Displays callbacks for the current calendar month. |
| Quarter | Shows callbacks for the current quarter (Jan–Mar, Apr–Jun, Jul–Sep, or Oct–Dec). |
| Start date | Sets the start of a custom date range. |
| End date | Sets the end of a custom date range. |
| Telephone number | Search for callbacks associated with a specific number. |
| Search | Applies your custom date range filter. Only needed when using Start date / End date. |
Callback Summary
The summary section shows headline figures for your selected time period: total callbacks, overdue callbacks, average callbacks per day, and callbacks due today, this week, this month, and this quarter. A breakdown by hourly period is also shown.
Clicking on an individual agent in the table below will update the summary to show that agent's stats. To return to the overall summary, select Callback Summary.
Callbacks Table
The table lists agents and their scheduled callbacks based on your selected filter. Callbacks are displayed across an 8am–8pm window, with additional columns for before 8am and after 8pm. You can also view callbacks at list level.
Viewing an Agent's Callbacks
Click on an agent's name to expand their individual callbacks. This shows a table of each callback with the scheduled date, time, phone number, and any notes added.
From here you can:
- Filter the displayed callbacks
- Refresh the view (the page updates in real time)
- Select one or more callbacks using the checkboxes, then apply an action from the Actions dropdown on the right
Callback Actions
| Action | Description |
|---|---|
| Make public | Moves the callback into the public callback pool. It will be offered to the next available agent at the scheduled time. |
| Postpone | Reschedules the callback by a specified amount of time. |
| Reassign | Transfers the callback to another agent. Select the agent from the list, then click Reassign to confirm. |
Common Use Cases
Covering absent agents — If an agent calls in sick, use this page to find their scheduled callbacks and either reassign them to a colleague or postpone them until the agent returns.
Managing callback volume — If an agent has concentrated too many callbacks in a short window, you can spread the load by adjusting times or reassigning some to other agents.
Deleting Callbacks
Callbacks cannot be deleted directly. If you need to prevent a callback from being attempted, you can either add the number to the DNC list via the Do Not Call page, or deactivate/delete the contact via Lead Search & Edit.