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Appointments Introduction

Appointments feature, enables your organization to schedule video calls for your customers. Notification policy is quite flexible, and customer can join when he receives the last notification which will also contain the link which he has to use to join the call.

This feature is not available out-of-the-box as it requires some setup from the organization's administrator and/or CC manager, in order to configure the CC system to route incoming interactions to assigned agents.

Supported platforms​

User Permissions​

Appointments are utilizing two specific roles, the Agent and the Supervisor role. Currently the specific actions for each role are as follows

Agent​

  • An agent can create an appointment.
  • An agent can view only the appointments they have created.
  • An agent can reschedule an appointment.
  • An agent can edit the appointment (name, notes).
  • An agent can cancel an appointment.

Supervisor​

  • A supervisor can view all the appointments of the organization/application.
  • A supervisor can reassign an appointment to another agent.
  • A supervisor can reschedule an appointment.
  • A supervisor can edit the appointment (name, notes).
  • A supervisor can cancel an appointment.
  • A supervisor can create an appointment.