Reschedule a callback

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Reschedule callbacks on behalf of customers when the original scheduled time is no longer suitable.

    Vorbereitungen

    Role required: sn_omni_callback.callback_writer

    Warum und wann dieser Vorgang ausgeführt wird

    Reschedule is visible only to agents with the sn_omni_callback.callback_writer role and only for scheduled callbacks.

    Prozedur

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace..
    2. Select the List icon (List icon to view callback list)
    3. In the Callbacks section, select Scheduled callbacks.
    4. Navigate to the callback task record page by either:
      • Selecting the callback in the Scheduled Callbacks list view, or
      • Selecting the callback tile in the contextual side panel.
    5. Select Reschedule.
      Hinweis:
      Reschedule is visible only for scheduled callbacks.
    6. In the Reschedule widget, view the current scheduled date, time, and customer time zone.
    7. Select a new date and time using the calendar widget.
    8. Select Reschedule.

    Ergebnisse

    • A confirmation message displays indicating the callback has been successfully rescheduled.
    • The callback task is updated with the new schedule.
    • The state remains as Open.