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If usage of Preview state is configured in Supervisor, the interaction will update to Preview.  During this time, the Agent can listen to a callback recording and/ or view a callback transcription. 

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The Preview status option and allowed Preview time is in Supervisor in the Callback Timing tab under Max Preview Time Mode and Max Preview Time.

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  • Callback Timing
    • Provides access to callback management.
      • Duration For No Answer
        • The defined maximum dialing time until live answer/voicemail pickup.
      • Attempts Before Failure
        • The maximum amount of attempts a callback is allotted before defining as a failed callback.
      • Recall Intervals
        • The period in which a callback will return to queue after each attempt.
      • Schedule
        • The Callback schedule dictates when callbacks will be processed.
          • Active
          • Off Schedule HRS
      • Max Preview Time
        • The mode when Preview time is used.
          • Enable Preview - Preview status only used for callbacks when there is a callback recording.
          • Disable Preview -  Preview status is never used for callbacks.
          • Enable Preview - Preview status is always used for callbacks.
  • Callback Search
    • Displays the current listing of callbacks to be processed.  If there is a callback recording associated to the pending callback, the audio and transcription are presented.
      • Number of Attempts
        • Displays the number of attempts the callback has used.
      • Interaction Location
        • Pending: The callback is not yet in queue. Callbacks in pending state can be manually sent to queue or purged via right-click menu.
        • HandlingByBusinessProcess: The callback is currently waiting in queue to be offered to an agent. This callback can be viewed within the Current Interactions tab of the Business Process.
        • HandlingByAgent: The callback is currently being handled by an agent. This callback can be viewed within the Current Interactions tab of the Business Process.

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