Appointments

In Engage's call center, you can view records of all scheduled appointments for various accounts in the form of a list.

tip

• Call center managers only can manage and edit appointments for all campaigns.
• Overdue appointments are distinguished with a red colour along with a message 'There are x overdue appointments' on the top.

1. Click Communications in the top menu bar and then Call Center in the quick navigation section to view the Call Center screen.

2. On the Call Center screen, click the three(...) dots and select Calls and Appointments. You will be able to view a list of all appointments under the Appointments tab.

3. The appointments list includes following parameters.

Parameters	Description
Due	Time and date an appointment is due on.
Appointment Reference	Reference number of each appointment.
Reference	Reference number of the account that has been made an appointment with.
Account	Account name that has been made an appointment with.
Assignee	Time duration a call lasted for.
Campaign	Name of the campaign related to the appointment call.
Status	Status of the appointment call.

tip

You can schedule or create a new appointment with any donor while starting a call with them. As soon as it is created, it appears in the Appointments section.

Reassigning or Rescheduling an Appointment

You can reassign or reschedule an appointment if:

1. It did not happen on the scheduled time
2. The account called was busy
3. The appointment got cancelled for some reason
4. The assigned user started working on another campaign

Simply click the down arrow at the end of the selected appointment row and choose Reassign or Reschedule.

Canceling an Appointment

You can also cancel a scheduled appointment. Click the down arrow at the end of the selected appointment row and choose cancel. Input the reason to cancel in the Cancel Appointment popup screen and click Cancel.

Searching an Appointment

You can also search for an appointment in the list using the Filters panel on the left.

1. Expand Filters and specify any parameter defined in the table to search for the exact appointment.

Search Parameters	Description
Keyword	Specify any keyword to search an appointment e.g. reference.
Assignee	Select an assignee who made an appointment.
Date and Time	Input the date and time at which the appointment was made.
Status	Select the status of an appointment.
Overdue	Checkbox if an appointment is overdue or not.

2. Click the Search button and the results are loaded "one page" at a time on the right. Use a Load More button at the bottom of the result list to get further results.

tip

• You can specify the From Date or the To Date and do not need to specify both.
• If you wish to remove the search input for all parameters and start all over again, use the Reset All option.