Administration of Callback Slots

Purpose of this Guide

This guide describes the steps of creating and maintaining the callback slots registered on the admin console.

Callback Slots

A callback slot is a defined interval designated for the determination of the operating hours of a specific company. A capacity value is assigned to each interval which refines the operating capability of the CC. The Opening Hours function of a Service Queue defines whether and when a CC is open or closed, while the callback slot clarifies whether the available capacities in that time frame are enough to handle one more callback or not.

Callback slots are related to the configuration of service queues - it has relevance when requesting a scheduled callback. The IVR offers 3 callback slots based on the configuration provided on this page in case a scheduled callback request.

Creating New Callback Slot Entries

Callback slots are predefined templates configured, guidelines as to how the system should prepare the callbacks for particular companies.

Creating a New Callback Slot

Navigate to ***Callbacks → Callback slots***.
Choose the Department and the Service Queue from the drop-down lists for which to configure the callback slots.
Click Submit.
If there are no callback slot templates added for this specific service queue, the system prompts with the following warning:
- There are no call back slots created, please create call back slot template below.
Enter the defined intervals (mins) and the default capacity that the service queue can handle at a time.
Click **Submit*.
*
The callback slots are created according to the details provided in step 5.
If successfully saved, a toaster notification will popup in the bottom-right corner of the screen.


Callback Slot Interval	Specify the time frame of the callback scheduler in minutes.
Default Capacity	Specify the number of callback requests the system will allow for the defined interval.

Relevance of Opening Hours

Consider proper Opening Hours for the Callback Slots

The proper configuration of Opening Hours is also relevant, as the callback slots will be created according to these settings.

If a Call Center is open Monday-Friday 9 AM-7 PM, the callback slots will be only applied to these intervals.