What the QC callbacks section lets you do

The QC display screen has four sections you toggle across the top. The first holds the scorecard, the second holds lead information, and the fourth is a read-only log. The third one is the callbacks section, and it is the part that turns a review into action. Once you have listened to a call and decided the lead deserves another touch, this is where you arrange it without leaving the review.

Dialing the lead from the review

At the top of the callbacks section is a frame with a Dial lead link, but it only does something if you are also logged into the agent interface in a separate window. The QC screen does not place calls on its own — it hands the Lead to your live Agent session and lets that window dial. If you are not logged into the agent interface, the option simply is not available to you.

Setting and changing a callback

Below the dial frame, any current callbacks already on the Lead are listed. These are real entries from the dialer, not a separate QC copy, so what you see here is what the agent floor sees. You can modify them in two ways: change ownership and change the time. Ownership can point at a specific user or be set to ANYONE, which decides whether the follow-up sits in one person's Callback queue or returns to the general pool for whoever is free. You can also edit the call date and time so the Scheduled callback lands when it should.

That difference matters. A callback set to ANYONE behaves like an In-queue callback that any qualified Agent can take, while a callback owned by one user waits for that person. As a reviewer you are deciding which of those two paths the follow-up takes.

How a review becomes a follow-up

flowchart TD
  A[Reviewer opens QC display screen] --> B[Toggle to callbacks section]
  B --> C{Logged into agent interface}
  C -->|Yes| D[Dial lead from the frame]
  C -->|No| E[Skip dialing]
  D --> F[Set or modify callback]
  E --> F
  F --> G{Owner ANYONE or a user}
  G -->|ANYONE| H[Goes to shared callback queue]
  G -->|User| I[Waits for that agent]

This is the bridge between scoring a call and doing something about it. A reviewer who hears a missed opportunity does not have to file a note and hope someone acts on it — they schedule the next contact right there, and it flows straight into the dialer where the floor works it. Before you reach this point, the call has to be claimed and opened, which is covered in how to claim a QC call.

For how the callbacks section fits alongside the scorecard, lead-info, and log sections, read the quality-control guide. The callbacks section is small, but it is the reason QC is not just a paperwork exercise — every reviewed call can leave with a clear next step.

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