Agent dispositions
CALLBKCall back
The customer asked to be called back — VICIdial’s built-in callback status, scheduled or not.
CALLBK is the callback disposition. It covers both the loose kind ("try me next week") and the kind where the agent books an actual date and time on the callback screen.
When VICIdial sets it
Agent-selected. If the agent schedules the callback for a specific date and time, VICIdial takes over and parks the lead on the callback-hold status until the trigger time passes, so a scheduled callback often reads as CBHOLD rather than CALLBK.
What to do
- Keep the scheduled-callback flag ticked on this status, otherwise your callback reporting misses these leads entirely.
- A CALLBK with no scheduled date is just a label. Check that agents are actually filling in the date and time, not only the disposition.
- Review due callbacks daily. Callbacks that nobody works are the quietest way to lose sold-in-all-but-name business.
Related codes
The status to read alongside this one is CBHOLD, which is where a scheduled callback waits until it comes due.