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This article explains how supervisors can manage, monitor, and configure scheduled callbacks in Talkdesk, including reassignment, fallback handling, retries, and reporting.

Overview

Talkdesk Scheduled Callbacks allow agents to schedule follow-up calls with customers. Supervisors have designated features to:

• View and manage all pending callbacks
• Edit callback schedules and assignments
• Callback preview and assignment rule configuration
• Monitor performance using reports

Supervisors play a key role in maintaining timely follow-ups and adherence to callback policies.

Accessing Callback Manager

1. Log in to Talkdesk Conversations.
2. Navigate to the Callback Manager application.
3. Open the Schedule tab to view all pending callbacks.
   • Contact – customer name and phone number
   • Origin – type of call that generated the callback (Inbound, Manual Outbound, Dialer)
   • Assignee – agent(s) or ring group(s) assigned
   • Next Call Time – scheduled time in the contact’s time zone
   • Initial Callback – first scheduled callback for this contact in the contact’s time zone
   • Status – Scheduled or In Retry
     • Scheduled: The callback is scheduled and about to be launched
     • In Retry: The callback is attempted, but the contact is not reached yet; it will retry at the next call time.

Managing Callbacks

Clicking a callback opens a side panel for detailed management. There are 3 tabs in the side panel:

• Details tab: Shows the initial callback time, the contact’s time zone, the callback creator, the callback creation time, the number of attempts already placed, the origin call type, and the Talkdesk phone number. 
  • Note: Callbacks scheduled from Talkdesk Dialer call will also display the corresponding campaign, record list, and record ID.

• Settings tab: Provides supervisors the ability to:
  • Update next call time
  • Reassign callbacks
  • Delete callbacks

• Notes tab: displays callback thread for context

Filtering and Searching

In the Callback Manager, supervisors can search scheduled callbacks by contact number. It is also possible to filter callbacks by:

• Ring Group, Team, Agent
• Origin (Inbound, Manual Outbound, Dialer)
• Campaign (if the origin is Dialer calls)
• Next Call Time
• Status (Scheduled or In Retry)

Callback Configurations

In the Callback Manager application, supervisors can configure specific rules in the Configurations tab.

Preview Settings

• Configure preview timeout (0–9:59 minutes).
  • Note: Setting the preview timeout to 0 seconds will launch the callback without showing the preview popup.
• Set rescheduling limit (no limit or 0-20 times).
• Enable/disable the Cancel button during the review pop-up.

Assignment Settings

• Control which assignment types are available for agents.
• Define default assignment type and ordering in the callback scheduler.
• Configure routing scope (team-based or ring group-based) for “Myself if available” and “Any available” options.
• Note: Changing the assignment setting does not affect currently scheduled callbacks. To apply the most recent assignment configuration to pending callbacks, you must manually update the callback assignment within the settings tab.

Assignment Types and Fallback

Supervisors need to be aware of the assignment behavior, as callbacks may be reassigned or escalated if agents are unavailable.

In general, at the scheduled time, the system checks the availability of assignable agents every minute for up to 8 days and routes the callback as soon as an agent that meets the assignment rules becomes available. If no assignable agent is available within 8 days, the callback is deleted.

Supervisors can reassign callbacks within the valid assignment options for the callback’s origin and configured routing rules.

Retry Strategy for Missed Callbacks

For callbacks originating from Inbound or Manual Outbound calls, the retry rules are:

• Contact Busy: Retry up to 3 times, at 30-minute intervals.
• No Answer: Retry up to 3 times, at 30-minute intervals.
• Agent Hangs Up / Cancel: Callback canceled, no retry.
• Invalid Number: Callback canceled, no retry.

For Talkdesk Dialer callbacks, retries follow the originating campaign’s strategy. 

Scheduled Callbacks Priority

Scheduled callbacks by default are assigned a priority of 1, which is the highest priority level. If needed, you can request a change to the callback priority through support. This setting applies to all callbacks in the account. Available priority options are 1 (default), 2, 5, or 10.

When a callback and inbound calls have the same priority, the system resolves the tie based on waiting time, routing the call that has been waiting the longest first. For scheduled callbacks, the waiting time starts from the scheduled callback time.

Reporting and Analytics

Supervisors can use the Scheduled Callbacks Calls Analysis default report and  dataset to analyze and monitor:

• Callback completion and timeliness.
• Agent adherence to fallback and retry rules.
• Callback efficiency and outcomes.
• Retry attempts and disposition types.

To get access to the Scheduled Callbacks Calls Analysis default report:

1. Go to Explore
2. Search and Select Scheduled Callbacks Calls Analysis default report
3. Adjust filters
4. Click Run

To get access to the Scheduled Callbacks Calls Analysis dataset:

5. Go to Explore > Create > Report
6. Select the Scheduled Callbacks Calls Analysis dataset
7. Add fields and filters
8. Click Run

Detailed definitions for all available metrics can be found in this Talkdesk Data Dictionary article.