July 15, 2023

We now introduce the "reschedule to myself" option for campaigns and callbacks.

Rescheduling campaign and callback records to "myself"

As part of Campaigns (including Callbacks), agents are already able to reschedule records to be processed at a later time. However, they could not identify themselves as the sole target of these tasks. Effectively targeting "anyone", these tasks undergo a standard queuing process and so any qualified and available agent could receive them.

We now introduce the ability for agents to reschedule campaign/callback records for themselves. In this case, when the scheduled date/time is reached, the system processes the tasks with priority above any other task for the agent and the queuing mechanism is bypassed. Administrators have the option to designate a time period for keeping such tasks associated with this agent. This is available in the Queue Properties tab. If after this period the task is not processed by the agent, the system changes the target to "Anyone", meaning it will be queued to any qualified and available agent.

This feature helps with customer satisfaction and overall efficiency for some contact centers, as it is likely the agent rescheduling a campaign or callback record is actually the most qualified to handle it at the designated time as well.