Call Logs: Add call routing info to current call history

  • 0
  • 2
  • Idea
  • Updated 4 years ago
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.

When the incoming call pop up window presents, it does currently show the name of the queue the call routed through. However that information is lost once the call is answered. In an environment where simultaneous ringing is used and multiple agents are vying to answer the call, there is little time to observe this piece of info. If it is able to be presented on the pop up, it would be great if it could also be presented on the active call appearance and call history info. In our office this woulb bbe invaluable as queue the call routed through can have a dramatic impact on how the call is handled and can provide our agent a heads up on what to expect and how to handle the call. Best example I can give of the benefit for us is our client queue. The majority of our inbound/outbound calls are from/to consumers and when a client calls in I want the call the be answered more quickly, handled more professionally, and routed internally to the appropriate person expeditiously. I can't tell you how many times a client call has reached our production floor and was not handled appropriately resulting in a comment or complaint from our client. Would our agent have had a clear indicator that this was a client call, they would have perked their ears up and handled the call more appropriately.
Photo of John Younggreen

John Younggreen

  • 318 Points 250 badge 2x thumb

Posted 4 years ago

  • 0
  • 2

There are no replies.

This conversation is no longer open for comments or replies.