There are cases where the agent schedules a callback call beyond the office hour timing, the callback calls fail, which leads to a high count in the failed callback attempt. However, Holiday/Non-office hours configurations are provided for callback calls to the agents and operations team.
So, Administrators can configure the same at both the system and campaign level. If the configuration is done at both levels, then the campaign-level configuration overrides the system-level configuration. The administrator can perform the following actions:
- Add and edit callback hours
- Add/edit holiday configuration as per the calendar date
- Copy these settings in other campaigns (s) in the same process.
- For both agent and supervisor, when adding a callback, if the agent selects a time that is marked as holiday/non-office hours, then the holiday dates are disabled on the calendar, and an error message is displayed.
Also, if a callback is scheduled and later, the administrator changes the holiday/non-working hours so that the call scheduled time falls under the non-permissible time. The callback is initiated in the next working hour.
