Use these options to specify how scheduled appointments are to be handled:
Always call back by same agent: The agent who handles a call is 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 survey task.
Call back by same agent if he is logged on and assigned to the same task: The agent who handles a call is 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 survey task.
Call back by same agent if he is logged on: The agent who handles a call is the one who is associated with the appointment, regardless of whether the agent is still a member of the Outbound group assigned to the appointment's survey task.
Call back by any agent: The first available agent from an Outbound group assigned to the appointment's survey task will be given the call at appointment time.
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.
Authorise agents to take appointments for themselves only: If selected, the agent who handles a call is always the one who is associated with the appointment, regardless of any appointment options the agent chooses.
Authorise agents to specify a message before calling back: If selected, an extra field is available for agents to take notes about a contact. A window with the notes entered by the agent will be displayed to the agent before the call (regardless of dialling method).
Call an appointment in spite of quota when importance >=: Specifies that appointments with an importance rating that equals or surpasses the specified minimum will be dispatched to an agent, 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.
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 this option is selected, appointments will be dispatched to an agent regardless of agent skill levels. If this option is cleared (de-selected), appointments will be filtered according to agent skills before being dispatched to the most qualified agent.
Authorize appointments up to: Specifies the last date on which agents can schedule appointments.
Always blank-out interview data when appointment taken: If selected, 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.
Call-back waiting time decrease if appointment made (%): If selected, this option prioritises appointments over normal calls. This option is designed for use with predictive surveys.