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Follow-ups are scheduled callback records. Leads are flagged for re-contact at a specific future date and time, typically as a result of an agent applying a Callback disposition during a call.

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Agent View

1

Open Follow Up

Click Follow Up in the left navigation menu.
2

Filter your tasks

Use the Date filter, Types dropdown, and Status dropdown to narrow your tasks:
3

View today's tasks

Click Today to filter for all tasks due today.
4

Manage a task

Click a task row to view full details. Use the Action buttons to call the customer, edit the task, or mark it as completed.
Check your Follow Up page at the start of every shift. Complete any Past Due tasks before starting outbound calls.

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Admin / Supervisor View

1

Navigate to Follow Up

Navigate to Lead Management → Follow Up in the left sidebar menu.
2

Filter the list

Use the Filters panel to search by:
Supervisors should review the Follow Up list daily, filtering by Status = “Past Due” to identify missed callbacks. Agents with high Past Due counts may need coaching on callback discipline.