How to Create a Callback through Agent Workspace - Step by Step Instructions
When a call ends, a disposition window opens. (If enabled b a manager.)
1.Click the Unsure button.
2.Choose the Callback option.
3. Choose a time and date for the callback.
4. Click on Submit to save the call back.
Related Articles
TMS Feature - Agent Workspace
The Agent workspace is not part of an administrator’s view but forms an essential part of the TMS. This is where a high productivity user will work from and requires an extension enabled as an agent. The main reasons for enabling agent extensions are ...Accessing the Agent Workspace - Step by Step Instructions
1. Go to the TMS URL: https://tms.euphoria.co.za/ 2. Choose the desired account. (A user needs access to a manager account in order to complete the below steps) 3. Click on the Agent menu item. 4. Click on the Agent Workspace sub-menu item.How to Create a Callback for a Company - Step by Step Instructions
Creating a call back for a company would allow a client to contact the company, and then have the company call them back without the client having to first speak to an agent. 1. Request support to create a feature code in the Matrix. 2. Create an ...How to Transfer a Call (Unattended or Attended) in Agent Workspace - Step by Step Instructions
Unattended Transfer 1. Make a call/answer an incoming call within the agent workspace 2. Click on the Transfer button from the phone panel. 3. Add the number to whom the transfer will be going. 4. Click the Transfer Now button. Attended Transfer 1. ...How to Pause Using the Pre-configured Pause Codes in Agent Workspace - Step by Step Instructions
1. Log on to the Agent Workspace. 2. Click on the down arrow next to the Pause button. 3. Choose the pause that best suits your reason for being away. 4. When returning to your computer, click the Unpause button to resume work.