4.5.1.2 Making an Appointment
The Appointment box on Call Activities section enables you to schedule an account to appear in a particular queue at a future date and time. When you make an appointment, account will appear in the front of queue listed in the Conditions field at the time listed in the Follow Up Dt field.
In order to view the account, you must be working in that queue at follow up time. Refer the Recording a Call Activity section.
To make an appointment
- Open Customer Service screen and load the account you want to work with.
- Click Customer Service sub tab and then click Call Activities tab under it.
- Click Add and specify the field details on Call Activities section (Refer, Recording a call activity section).
- In Condition field, select the condition for queue you want the account to appear in.
- In Follow Up Dt field, select the date and time you want account to appear using the calendar. This can be either current day or a day in future.
- Select the Appn’mt box.
- Click Save And Add / Save And Return.
If account is not worked within the queue on day of the appointment, nightly jobs will cancel the appointment. If the account’s queue condition changes during nightly batch jobs, the outstanding appointments are cancelled.
Parent topic: Call Activities sub tab