> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ringingo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Track Scheduled Callbacks in Follow Up

> Follow Up manages scheduled callbacks. Review Past Due callbacks daily and audit agent compliance by user, date, and status.

The Follow Up module manages scheduled callback records: leads that have been flagged for re-contact at a specific future date and time, typically as a result of an agent applying a Callback disposition. The system automatically re-queues the lead at the scheduled time, routing it back to the original agent (if sticky follow-up is configured) or to the general campaign pool.

## Callback record fields

| Field          | Description                                                                                               |
| -------------- | --------------------------------------------------------------------------------------------------------- |
| Lead Name      | The contact scheduled for follow-up.                                                                      |
| Phone Number   | Number to dial at the scheduled callback time.                                                            |
| Agent          | Agent who scheduled the callback. Sticky routing sends the callback back to this agent.                   |
| Scheduled Time | Date and time the system will re-queue the lead.                                                          |
| Campaign       | Campaign under which the callback will dial.                                                              |
| Status         | Pending, Dialed, or Completed. Past Due appears in red when the scheduled time has passed without a call. |

## Follow Up list columns

| Column         | What it shows                                                                |
| -------------- | ---------------------------------------------------------------------------- |
| Follow Up Date | Exact datetime the callback is scheduled (for example, 2026-05-15 14:45:00). |
| Lead Name      | Contact name (may show "anonymous anonymous" if not captured).               |
| Lead Number    | Number to be dialled at the scheduled time.                                  |
| User ID        | Internal system ID of the agent who scheduled the callback.                  |
| Agent Name     | Full display name of the agent.                                              |
| Type           | Disposition type that triggered the follow-up (Callback).                    |
| Status         | Past Due (red) or Completed (green).                                         |

## Toolbar

* **Today**: filter the view to callbacks scheduled today.
* **Search by Keyword**: search lead name, number, or agent.
* **Filters**: open the advanced search panel.
* **Delete**: permanently remove selected callback records (cannot be recovered).

## Filters panel

| Filter | How it works                                    |
| ------ | ----------------------------------------------- |
| Date   | Only callbacks scheduled on the selected date.  |
| Types  | Filter by callback type (Callback, Follow Up).  |
| Status | Pending, Past Due, Dialed, Completed.           |
| User   | Filter by the agent who scheduled the callback. |

<Tip>
  Supervisors should review the Follow Up list daily and filter by Status = **Past Due** to identify missed callbacks. Agents with high Past Due counts may need coaching on callback discipline or workload management.
</Tip>