Customer Experience

The concepts and best practices in this section relate to the called person's experience with saying "hello" and being connected to an agent as well as getting requested callbacks at the appropriate time.

The Scheduled Calls dialog

Accessed from the Contact Lists, Scheduled Calls tab on the Interaction Dialer configuration dialog, it is a best practice to be aware of and use the Schedule Call interface.

This view has multiple uses, including:

• Re-assign agent-owned callbacks to other agents

• Remove campaign-wide callbacks

• Move callbacks to another time