A callback appointment is where a person, calling i.e. a health care centre, automatically receives a suggested appointment time by the IVR. Depending on configuration, the caller may have the opportunity to change the suggested appointment time. When the person has accepted an appointment time the IVR requests additional data, such as a phone number to be called and the person's social security number. When all details are in place a callback record is created, just as for other callback records. See Basics about callback
The callback appointment records are routed via specific waiting lists, showing all records not yet called. Each record is presented with the agreed time for dial out as well as a colour. Records that should already have been called are seen with yellow or red, depending upon the time passed and the set thresholds for service levels. The colours follow the same rules as seen in the queue status window, described in Colour coding in Queue status window
The difference, compared to other types of callback records, is that callback appointment records are shown in the waiting list before the appointment time is due. These records are not coloured in the waiting list until they are due. The same applies to information in the queue status window; if you for example login before the it is time to start working with callback appointments, queue status can show that there are contacts queueing in the waiting list but the longest time in queue will be zero until the first appointment is due.
If the agent chooses to call a person before the appointment is due, this will affect the service level in the same way as if the call is made after the appointment is due.