You can cancel any type of scheduled callback (those with or without agent ownership), and you can cancel a single scheduled callback or you can cancel multiple scheduled callbacks at once.

There are two ways to cancel a scheduled callback:

Option 1 - available for single cancellation:

1. At the end of the row containing the callback you want to cancel, click More .
2. Click Edit Callback to open the Edit Callback(s) window.
3. Click Cancel Callbacks.

Option 2 - available for single or bulk cancellation:

1. Select the scheduled callback you want to cancel.
2. Click the Edit Callbacks button at the top of the Scheduled Callbacks view. This opens the Edit Callback(s) window.
3. Click Cancel Callbacks. 

You can reschedule any type of scheduled callback (the callback with or without agent ownership), meaning you can change the date or the time of a scheduled callback.

To reschedule a scheduled callback:

1. At the end of the row containing the callback you want to reschedule, click More .
2. To open the Edit Callback(s) window, click Edit Callback.
3. Click Reschedule Callback.
4. Select the new date and time for the scheduled callback.
5. Click Next.
6. Review the new scheduled date and time and click Confirm. Otherwise, click Previous to return to the Edit Callback screen or click Cancel to cancel the action.

You can reassign agent-owned callbacks to another agent within the same queue or to another queue and agent. You can re-assign a single agent-owned callback or multiple agent-owned callbacks at once.

There are two ways to reassign an agent-owned callback:

• Single cancellation
• Single or bulk cancellation

Single cancellation

1. At the end of the row containing the callback you want to cancel, click More .
2. To open the Edit Callback(s) window, click Edit Callback .
3. Click Reassign Callbacks.
4. In the Queue text box, start typing the name of the queue that the new agent owner belongs to.
5. In the Agent Callback Owner text box, start typing the name of the new agent owner.

Single or bulk cancellation

1. Select the scheduled callback you want to cancel.
2. Click the Edit Callbacks button at the top of the Scheduled Callbacks view. This opens the Edit Callback(s) window.
3. Click Reassign Callbacks.
4. In the Queue text box, start typing the name of the queue that the new agent owner belongs to.
5. In the Agent Callback Owner text box, start typing the name of the new agent owner.

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month. 

To use a preset to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. In the Presets list, select a preset date option.

Date presets

• To use a custom date range to filter metrics, complete the following steps:

1. 1. To display the date filter, click the date.
   2. Select a start date and an end date on the calendar.
   3. Click Apply.

• To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

• To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

To filter by information about the callbacks, click Filters , and then search or scroll to select the filter you want to use.

Filters

Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.

To show or hide columns:

1. At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
2. Click the Manage columns tab. 
3. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
4. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
5. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
6. Search or scroll to select the columns you want to view.
   Note: You can also use keyboard navigation to choose the columns.
7. Click Save. The selected columns appear on the screen.
   Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

1. At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
2. Click the Reorder columns tab. 
3. Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

To better accommodate your screen size and reporting needs, you can customize the table layout in the view.

Resize columns

To resize the width of a column:

1. Hover over the boundary between two column headers.
2. When the resize cursor appears, click and drag the column border left or right.
3. Release the mouse button when the column reaches the desired width.

Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.

Scroll horizontally

If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.

To view more columns:

1. Use the horizontal scroll bar at the bottom of the table.
2. Scroll left or right to access columns that are not currently visible.

Horizontal scrolling lets you view all available data while maintaining your selected column widths.

You can copy the callback conversation ID to the clipboard and use it to filter callbacks or share it with someone, such as Customer Care.

To copy the conversation ID:

1. In the callback row, click More .
2. Click Copy Conversation ID .