Agent

Callback

A lead that the agent has flagged for future re-dialing, either at a scheduled time or at the consumer's next available moment.

What it means in practice

Callbacks are set when the agent marks a lead CALLBK. VICIdial stores the requested callback time, the agent who set it (if personal), and the reason. Scheduled callbacks re-enter the hopper at the right time; personal callbacks only route to the originating agent.

VICIPanel UI showing Callback — How Callback surfaces in VICIPanel

In VICIPanel

VICIPanel's agent screen shows 'my upcoming callbacks' as a native view, with time-to-call countdown. Supervisors see a global callback queue with overdue/on-time breakdown.

Related terms

You might also need these

Agent

Disposition

The outcome code an agent selects at the end of every call to record what happened.

Dialing

Hopper

The VICIdial pre-dial cache of leads ready to be placed onto the wire.

See VICIdial the way it should look

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