How are callbacks handled?
DPTS allows for scheduling of callbacks for a particular agent, any supervisor agent or any available agent at the time the callback is required. Agents manage their own callbacks, and set dates/times with a simple calendar screen. Callbacks scheduled for “Any Available Agent” are made predictably and sent to any open agent. Agents can view, reschedule and delete their personal callbacks at any time. The callback feature can be enabled or disabled at the agent level.
