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If the supervisor client is reflecting a callback to be processed while also displaying single or multiple available agents (screen shot below for example), please continue with the following steps to manually resolve.

Evolve IP Knowledge Base > ECS Supervisor - Send Callback to Queue Command > image2021-2-26_13-12-18.png

Use the column selector icon to re-order/hide specific metrics within your supervisor client for easier identification of callbacks

Evolve IP Knowledge Base > ECS Supervisor - Send Callback to Queue Command > image2021-2-26_13-12-43.png

Evolve IP Knowledge Base > ECS Supervisor - Send Callback to Queue Command > image2021-2-26_13-12-56.png

2. Once identified, select the business process that is impacted

Evolve IP Knowledge Base > ECS Supervisor - Send Callback to Queue Command > image2021-2-26_13-13-18.png

3. Navigate to the Callback Search tab

Evolve IP Knowledge Base > ECS Supervisor - Send Callback to Queue Command > image2021-2-26_13-13-45.png

4. Select the Search button

Evolve IP Knowledge Base > ECS Supervisor - Send Callback to Queue Command > image2021-2-26_13-14-3.png

This will populate a list of pending callbacks

Evolve IP Knowledge Base > ECS Supervisor - Send Callback to Queue Command > image2021-2-26_13-14-24.png

5. Right click on the specific callbacks you would like agents to handle and select Send to Queue. The callback will now route to an available agent.