Cancel a Callback

A contact center agent may need to cancel a callback in the following scenarios:

• Customer mentions they requested a callback, but no longer needs it
• Contact center's callback queue is too high at the end of the day
• Callback is outdated, or is no longer needed

Canceling a Callback

To cancel a callback:

1. Determine if the callback can be deleted by observing the color of the Cancel Callback icon.

2. Click the Cancel Callback task icon located on the same row of the callback to delete.

3. Click the Proceed button to confirm the cancellation of the callback, or click the Cancel button to cancel the operation.

Canceling Multiple Callbacks

To delete more than one callback at a time:

1. Select multiple callbacks to cancel by placing a check next to each one.

2. Click on the Actions menu and choose the Cancel selected callbacks option.

3. Click the Proceed button to confirm the cancellation of the callback, or click the Cancel button to cancel the operation.

See Also

• View Callback Summaries for a Specific Date Range
• View Callback Details for a Specific Day
• Callbacks Tool Features