Agent
Callback
A lead that the agent has flagged for future re-dialing, either at a scheduled time or at the consumer's next available moment.
What it means in practice
Callbacks are set when the agent marks a lead CALLBK. VICIdial stores the requested callback time, the agent who set it (if personal), and the reason. Scheduled callbacks re-enter the hopper at the right time; personal callbacks only route to the originating agent.
VICIPanel UI showing Callback
In VICIPanel
VICIPanel's agent screen shows 'my upcoming callbacks' as a native view, with time-to-call countdown. Supervisors see a global callback queue with overdue/on-time breakdown.
See VICIdial the way it should look
Every term above is a screen or setting in VICIPanel. Try the live demo, no signup.