When a lead asks to be called back at a specific time, the agent dispositions the call CALLBK and picks a time. VICIPanel handles the rest, the lead re-enters the hopper at the requested moment.
Personal vs global
- Personal callback: only the original agent handles it. Use when the lead asked specifically for Jane.
- Global callback: any available agent can take it. Default.
Upcoming callbacks view
Agent workspace → Callbacks tab. Shows every callback scheduled to you, sorted by time. Countdown timer lets you prep before the call fires.