This is a YouTube video titled "Chapter 6 Scheduled Communications with Quiz" containing a detailed instructional explanation about managing scheduled communications and callbacks within a customer service or call center context. The content explains how to schedule, assign, and manage callbacks for customers, including notes on agent assignment and callback timing. The video was created in July 2024.
On the left you have scheduled communications. A scheduled communication is a callback that was set either by yourself or your team for a specific customer, meaning this customer asked for a specific date and time to be called back. The scheduled communications page is an index of all outstanding callbacks. These could be scheduled in the past or the future. You'll see the store that the callback is for the reason for the call or the campaign. The customer name the scheduled date and time which was the time requested by the customer for your team to call them back. The communication method which would be phone and if an agent assigned this callback to a specific person, whether that would be to themselves or someone else to complete the call. For example, if there is a Spanish speaking customer who requested a callback and you don't speak Spanish, you could assign it to a Spanish speaking agent on your team. You would then see that name in the assigned to column as well as any specific callback notes. For instance, perhaps they were at work and will be available for the call after 5pm or maybe they had to speak with their spouse, etc. You'll also see the status of the scheduled communication. If you ever need to cancel and remove a scheduled communication, you can click the red Trash or Cancel button and that will delete the scheduled callback. To schedule a callback, you will initiate your phone call. So here we are logging into the available queues and are going to initiate an outbound call to this customer. Once you've completed your conversation with the customer, you'll then go to the Submit Disposition tab, select Callback and it will ask you to enter in the date and time the customer has requested. Let's pretend the Customer asked for December 18th at 9:30am Then you have the option to assign it to an agent. It's not required, but you can select an agent or a team. This means the agent or team will have priority to return the call back and they will have 50 minutes to return the call on that date and time Volley will feed the call to the agent or team and if that assigned agent or team does not complete the callback within 50 minutes, it will be served to the first available agent. You can also select a phone number preference, so if the customer wants you to call them back at a specific number, you can make that note. You can also make any additional callback notes below. From here you can save your call back and then if you navigate back to the schedule communication screen, the callback you just scheduled for this customer at 9:30 on the 18th is now number five on the list, SA.
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