This screen allows you to view callbacks of all of the agents. You can listen to recordings of a specific callback,
see how many callbacks your agent has and move callbacks from one agent to another. You can check callback history
from this screen. This screen allows you to see if there is any past due callbacks for any of the agents.
NOTE: The past-due callbacks will be highlighted red.
What you see in the Manage Callbacks Screen:
Agents list.
Selected Agent's Callbacks list.
Selected Agent's Recordings list.
This box contains all the notes about a particular callback.
H opens the callback history screen.
How to use the Manage Callbacks Screen:
Find the required agent and his callbacks.
Select the relevant agent in Agents list.
View all of his callbacks in Callbacks list.
Transfer callbacks from one agent to another.
Click on the agent in Agents list you want to transfer the callbacks from.
Double click on the callback you want to transfer. The callback will be highlighted with yellow color.
Note: To select multiple callbacks click on the first callback that you want to transfer, click and HOLD shift and then click on the last callback you want to transfer. The selected callbacks will be highlighted with yellow color.
Double click on the agents name in Agents list you want to transfer the callbacks to.
