Authorize appointments: If selected, agents working on this script task will be able to schedule appointments.
Always call back by same agent: The agent who handles a call will be the one who is associated with the appointment, regardless of whether the agent is logged on at the time of the appointment or whether he/she is still a member of the Outbound group assigned to the appointment's script task. Note: This option is available only when authorize appointments is selected.
Call back by same agent if he is logged on and assigned to the same task: The agent who handles a call will be the one who is associated with the appointment, as long as he or she is still a member of the Outbound group assigned to the appointment's script task.
Call back by same agent if he is logged on: The agent who handles a call will be the one who is associated with the appointment, as long as he or she is logged on at the time of the appointment, regardless of whether the agent is still a member of the Outbound group assigned to the appointment's script task. Note: This option is available only when authorize appointments is selected.
Call back by any agent: The first available agent from an Outbound group assigned to the appointment's script task will be given the call at the appointment time. Note: This option is available only when authorize appointments is selected.
Call back by any agent after: This option allows an appointment set to the same agent who handled the call to go to any agent after a specific number of days, hours and minutes.
If selected, this option takes effect when an appointment is taken under one of the first three call-back settings (i.e. when the appointment is made for the same agent). When the stated time has elapsed, the appointment will go to any agent.
Note: This option is available only when authorize appointments is selected.
Authorize agents to take appointments for themselves only: If selected, agents will be able to take appointments associated with themselves, but not those appointments associated with other agents. Note: This option is available only when authorize appointments is selected.
Authorize agents to specify a message before calling back:
Always call an appointment in spite of quota when importance >=: If selected, appointments with an importance rating that equals or surpasses the specified minimum will be dispatched to an agent to be called, regardless of whether quotas have been reached. The importance level is valued from 0 to 5, 0 being the lowest value and 5 the highest. Note: This option is available only when authorise appointments is selected.
Only include an appointment in quota when importance >=: Determines which appointments are included in quotas defined for this task, based on the importance level of each appointment (appointment importance can be specified by the agent at the time the appointment is made and subsequently edited in supervisor).
Ignore skills when calling back an appointment: If selected, appointments will be dispatched to an agent regardless of agent skill levels. If cleared (de-selected), appointments will be filtered according to agent skills before being dispatched to the most qualified agent. Note: This option is available only when authorise appointments is selected.
Authorize appointments up to: Specifies the last date on which agents can schedule appointments for the current task. Note: This option is available only when authorise appointments is selected.
Always blank out interview data when appointment taken: If set, this option causes the interview to be started again when an appointment takes place. The interview starts from the very first screen of the questionnaire, and any data already collected in previous calls is deleted. Note: This option is available only when authorize appointments is selected.
Call-back waiting time decrease if appointment made (%): The time allowed to elapse before a given number is called back will be reduced by the stated amount if an appointment is made for that number. Note: This option is available only when authorize appointments is selected.