The ‘Callback Tasks’ widget shows all the current incomplete callback sessions in the contact center.
The ‘Callback Tasks’ widget has the following controls:
Control Name | Description |
Target | Sip address of a customer. |
State | State of callback tasks: - Pending session is created
- In Queue the callback is in the queue to be answered, the search of an agent is started
- Processing the callback task has been accepted by an agent, and the outbound dialout to the customer has been made
- Terminated the callback is done and the parties are hanging up
|
Due Date | The planned date and time of the Callback. Uses local time and Time Format that has been set by currently logged in user.
|
Service | Service Name. |
Retries Count | The number of attempts made to reach this customer. |
Creator | The creator of the callback task is listed here: - Workflow Activity (when created as part of a workflow item: callback task)
- Supervisor Name (when initiated by a supervisor)
|