Setting a Callback Reminder using ChaseData Agent Application

Setting a Callback Reminder using ChaseData Agent Application

Agents have the ability to set two types of callbacks:

  • Agent Specific Callbacks (AgentSPCB) - These callbacks will go to the agent specified when initially setting up the callback. The system will notify the agent of the callback a few minutes before it is scheduled to happen.

  • System Callbacks - These callbacks will be automatically be dialed by the system and will be handed to any available agent in the same campaign.



Agent Specific Callbacks

To set an agent specific callback, the agent must have a record pulled up on their screen. From there, they should click the "Task" button on their left menu.




Once the button is clicked, a pop up will display defaulting on the Agent specific callback type.




From this window, agents will be able to select the username to set the callback for (this is defaulted to their own username) as well as callback time/date and callback comments.


Note: The callback window will display local time to the agent and local time to the customer (based on area code). The agent can choose to make a callback based on customer time or their time.


Once the agent clicks on the "OK" button, the lead will be removed from their screen and the agent will move on to the next call.



The system will notify the agent of an agent specific callback by alerting the agent in the agent hub section and if windows notifications are turned on it will appear there as well.



If the agent is not currently on a call or is not in wrap up mode (dispositioning the call), the callback window will automatically pop up in list view and will display any active callbacks the agent currently has.






Regular System Callbacks


To choose a regular callback in the system all the agent has to do is bring up the callback reminder by hitting task on the left menu and instead of assigning the selected to themselves or another agent choose anyone.

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This will actually add the contact back into the dial que to be called automatically by the next available agent. There will be no notification for this feature it will just call the lead automatically at the determined time.




Notice you have to choose from Morning, Afternoon or Evening to assign a regular callback.


Once the agent clicks the "OK" button, the lead will be dispositioned and the agent will be free to move on to the next call.



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