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• The callback will dial for 60 seconds (this is configurable within supervisor: Item A Duration For No Answer)

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.

Max Preview Time Mode

• Enable Preview with Recording- Default setting

The Preview status will only be used for callbacks when there is a recording.  After the callback offer is accepted, the Agent status changes to Preview (or “Busy”, if applicable).  If there is no recording, the callback begins after the callback offer is accepted.

• Disable Preview- The Preview status is never used for callbacks with or without a callback recording.  When this option is set, callback recorded information is never presented.  The callback begins after the callback offer is accepted.
• Enable Preview- The Preview status is always used for callbacks with or without a callback recording.  After the callback offer is accepted, the Agent status changes to Preview (or “Busy”, if applicable). 

Max Preview Time

• The maximum amount of time an Agent has to listen to a callback recording.

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If a voicemail box is reached the interaction state will change to Handling.

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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.
    • 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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• The callback end interaction state
• The original callback entrance time
• The last attempt time for the callback
• The total amount of attempts, including:
  • Attempt time
  • Agent Name
  • Attempt State
• The callback recording audio and transcription

Attempt state of Aborted indicates the callback was removed from queue due to the configured callback schedule.  (This is configurable within supervisor: Item C Schedule)

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