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NN44400-114 Contact Center Agent Desktop 2 December 2010 61
Predictive Outbound
Handling a standard callback call
Handling a Standard callback call is similar to handling a normal call in each
mode of predictive (Manual, Paced, Preview, Progressive and Predictive) apart
from memo text. A contact is presented to an agent as a result of a scheduled
Standard callback type.
A Standard callback call is automatically delivered to your Agent Desktop. The
customer details and call script, including any memo notes entered when the
scheduled callback was created, appear on your Agent Desktop.
Type Type of callback or Predictive Outbound campaign.
The type selected determines the Agent and Team
names that you can select. The callback types are:
• Standard: The callback goes to any available
agent in the original Predictive Outbound
campaign type.
• Personal: The callback goes to the agent
scheduling the callback, regardless of the
Predictive Outbound campaign type or Team
assigned.
• Enterprise Campaign: The callback goes to the
next available agent, if the agent scheduling
the callback is not available.
• Private Campaign: The callback goes to the
agent scheduling the callback.
• Enterprise Team: The callback goes to the
next available agent in the assigned team.
• Private Team: The callback waits for the agent
scheduling the callback to be assigned to the
team.
Agent Agent for the callback. The team selected
determines the agent names that can be selected.
Team Team for the callback. The type of callback
determines the Team names that can be selected.
Memo Memo text entered by the agent scheduling the
callback will appear at the bottom of the call script
when the callback contact is presented to an agent.
Schedule Callback fields
Field Descriptions