Making sure you Callback when you say you will

This will (hopefully) wrap-up my previous Callback posts.

Recall that I have covered how you can use display columns in Serio to view if a Callback is outstanding on an Incident? One thing that I should have added is that you can also query for Incidents with Callbacks that are due, and you can use the SLA Performance Dashboard (2nd dial) as well.

Placing Callbacks

Serio Agents: When you take this Action you’ll see your Callback Calendar (below). Simply use this to book your upcoming Callbacks by clicking a square.Callback Calendar

Figure 1 - Callback Calendar

Setting the system so that you can Book Callbacks, and then Flag the Callback as Taken

Experienced Serio users will probably guess that it is all done through Actions – and you’d be right.

Serio Administrators: At the very least if you want to start using Callbacks you need an Action called ‘Book Callback’ and one called ‘Callback Taken’. When you set-up the Actions, look at the possible Action Extensions available: amongst the options you’ll see

  • Book Callback
  • Flag Callback as Taken

Use these as appropriate for the two Actions you are creating.

Setting the system so that eMails can be counted as Callbacks

Serio Administrators: It’s very easy. Simply edit your ‘Send eMail’ Action so that it has the ‘Flag Callback as Taken’ Extension. It’s probably best to make this conditional – use the ‘Ask the Agent’ option, and use this question: ‘There’s a Callback outstanding – do you want to flag this Callback as being made by this email?’.

Getting Callback Notifications

As the time to make a Callback approaches, and the Callback has not been made, Serio will automatically send a reminder to the Agent currently assigned to the Incident. You can also configure the Serio Escalation Engine to send you emails, text messages and Serio Messages as a time of your choosing before the Callback is due.