Managing callbacks in Interactive Visual Queue callback monitors

Using Interactive Visual Queue’s Callback to be processed grid, users can requeue, reject, and delete callbacks from monitors. Requeued callbacks are re-entered into their queue. Rejected callbacks are removed from the queue and will not be offered to employees. Deleted callbacks are removed from the current monitor, but are not removed from the system.

Users can also adjust a callback’s priority. Callback priority determines the order of which callbacks will be offered to agents. Callbacks are offered to agents in order of their priority and then by the longest waiting callback of that priority. For example, High priority callbacks are offered before Normal priority callbacks, even if the Normal priority callbacks have been in queue longer.

The following procedures explain how to:
  • Requeue a callback
  • Reject a callback
  • Delete a callback
  • Change a callback’s priority
To requeue a callback
  1. Right-click a callback and select Requeue.
  2. Select Yes.
To reject a callback
  1. Right-click a callback and select Reject.
  2. Select Yes.
To delete a callback
  1. Right-click a callback and select Delete.
  2. Select Yes.
To change a callback’s priority
  • Right-click a callback and select Change priority > [priority level].
Parent topic: Viewing callback information in Interactive Visual Queue
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