Callback Management in a Campaign

here, supervisor can add a callback, view the callbacks with filters, and manage them supervisor can perform the following operations add a callback supervisor can add any callback by following the below steps click " add callback " button it shows the following pop up select the callback date & time (mandatory fields) from the calendar option select any of the following callback types campaign select it if the callback has to be scheduled for the respective campaign in which supervisor is logged in user select it if the callback has to be scheduled for a selected user after selecting user, select the user, for whom callback has to be scheduled, in the drop down menu enter the phone number (mandatory field) on which callback has to be scheduled enter the customer id, if applicable else, leave it blank click " save " button to save the callback details multiple callbacks can be scheduled here edit callbacks select the call from the list of the available callbacks which you want to reschedule after selecting the call, the "edit" button starts displaying at the left top of the page click "edit" button a pop up containing complete detail of the call comes up on the pop up, you can change the callback date, callback time, phone number, and the agent name as well after changing all the information, you have to enter the reason for which you are rescheduling the callback the reason is mandatory which means you have to fill it click "save" button to save the changes made limitations for editing callbacks following are some limitations of editing callbacks for the supervisor supervisor cannot change the campaign callbacks to user specific callbacks, but user specific callbacks can be changed to campaign callbacks supervisor cannot edit multiple callbacks at once however, multiple callbacks can be deleted at once search callbacks the supervisor can search for the callbacks with the help of customer's id, customer's phone number and customer's name it helps the supervisor to search the callback with comparatively higher speed extract callbacks you can select multiple callbacks and click "extract" in this pop up to save the details of callbacks as a csv file on the disk it shows the following dialog box select the location and provide a name to the file click "save" to save the details of callbacks in a file settings the supervisor can set callback configuration by clicking icon to access the callback settings it shows the following pop up self callback if this option is enabled (checkbox is checked) then the callbacks set using force dispose would be self callback by default max callback days supervisor can define the maximum number of days after which the callback would be deleted from the system promote to campaign expiry time (min) it refers to the maximum number of minutes after which the self callback (if not attended by the respective agent) will get expired and transferred to the campaign (that is it can then be routed to any available agent of the campaign) callback retry time (min) it is the time after which callback will be dialed again in case it is failed in the previous attempt callback reminder (min) it is the time before which the callback notification will be displayed in the notification bar of the respective agent or supervisor for the scheduled callbacks filter the view supervisor can click icon to filter the callbacks it contains the following filters groups (group manager) select the name of the groups and group managers to whom the scheduled callback agent is assigned in scheduled for (user) select the users of which callbacks have to be displayed scheduled within select the time range in "from" and "to" for those callbacks which are scheduled in the given time range scheduled by (user) select the users who created the callbacks added between select the time range in "from" and "to" for those callbacks which are scheduled in the given time range there is no need to provide date and time from different places all can be done through one place click at "scheduled by (user)" or "added between" to provide date and time simultaneously phone number the supervisor can also provide the phone number of to filter the callbacks scheduled for that phone number click "apply" to apply the filters after applying the filters, the supervisor can click "clear" to clear the filter and restore the default view of the callbacks delete callback click "delete" button to delete the selected callback a pop up arises in which you have to provide the reason for which you are deleting the callback without providing the reason, the callback will not delete notification for the scheduled callback a notification will be shown to the supervisor when a callback has been scheduled in the campaign it contains the phone number for which the callback is scheduled, the campaign name and the time for which the callback is scheduled if the number masking is enabled for that campaign, then it will mask the phone number in the displayed notification as well (licensable) bulk migration of callbacks between campaigns it is possible that those agents to which the callbacks are assigned has been moved to another campaign due to any reason in such cases, the callbacks assigned to such agents can also be assigned back to them perform the following steps in the "callback" tab, the following screen is displayed on which you have to upload the csv select the callbacks that have to be downloaded the supervisor can select a maximum of up to 10,000 callbacks at a time on a single page of callbacks, only 10 records are displayed if you want to select all the records which are not visible on the page, then you can click "select all rows" link it will select all the rows of callbacks click icon to export or extract these callbacks it shows the following modal provide a reason to export or extract the callbacks click "export" to export the callbacks and download them to a csv file click "extract" to export the callbacks to a csv file and delete them from ameyo system this option is based upon "save as" functionality of the web browser if "ask where to save each file before downloading" or similar option is not checked, the csv file will be saved at the default download location of the web browser, of which name is "calldetails" in this case, the supervisor or the group manager does not get the option to change the name and path of the file it is recommended to keep the option "ask where to save each file before downloading" checked so that you can specify the name and path to save the files if "ask where to save each file before downloading" option is checked, then the following dialog box is displayed while saving the csv file the following screenshot shows a sample csv upload the callbacks perform the following steps to upload the callbacks click "upload" to upload the callbacks it shows the following modal click "upload" to upload the csv files to add the callbacks it shows the following modal select the location where you have saved the file select the csv file and click "open" to open the file csv file is selected in "upload csv" modal select any of the following options skip select it to skip any operation to be done on the callback id, that is, all the callback ids will be the same as used before update select it to update the callback id for those callbacks which have been updated in the csv file upload as phone callback enable this feature if all the callbacks which you have uploaded are phone calls it is recommended to use this option only when the process is different while uploading click "upload" to upload the callbacks else, click "cancel" button the uploading process takes some time, depending upon the size of the callbacks the following notification pop up is displayed now, which contains the list of errors or number of records that are uploaded successfully if there is any error while uploading the callback csv, then the supervisor can download the csv for failure reasons, if any once the callbacks have been updated, a notification is sent to all the supervisors and agents of that campaign if the uploading time of callback is greater than the scheduled time of callback, then the callback will schedule to the present time for example suppose, the callback scheduled time is 11 00, but the callback is extracted and deleted at 10 00, and it is uploaded at 12 00, then the callback time will schedule automatically to the present time, that is, 12 00 changing the user assignment of callbacks in bulk there is a possibility that the agent is not present, transferred to another campaign or left the job in such cases, the callbacks assigned to that agent will remain unfollowed in such cases, the supervisor can assign these callbacks to another agent, so that the callbacks will not be left unfollowed select those callbacks which have to be modified the supervisor or group manager has to select the callbacks in "callbacks" tab and click "edit" button to edit these callbacks in bulk here, you can either promote the callbacks to "campaign" or change the user assigned to these callbacks if the callbacks are already assigned to the multiple users, then a message is displayed in "edit callback" modal if bulk callbacks have been assigned to a user and that the user has been unassigned from the campaign, then the supervisor still can see and manage the scheduled callbacks assigned to that user toast notifications if the supervisor or group manager changes the user assignment of the callbacks, then a toast notification is displayed to them if the supervisor or group manager tries to change the user assignment of the callbacks more than the configured limit, then the toast notification displays the error message notification to the user consoles if a user is assigned the callbacks in bulk, then a notification is displayed to the console of that user notification will be displayed to all supervisors in case of bulk update of callbacks if a user has been assigned multiple callbacks then a notification will be displayed to the user