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Agent can handle callback cases on BeneVoice mobile app.
Callbacks can be collected from different sources:
Missed service calls
Dropped service calls
Manual callback cases
Agent notifications
BeneVoice Mobile app notifies the agent about new callback case
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All call cases available for you are listed here. You can choose which one to handle. Call cases that are due today are displayed at top. Those are the highest priority call cases that should be called first.
TODO: screenshot of main view with areas highlighted and numbered:
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Callback tab - TODO: mikä ero callback vs call list?
Call list tab - TODO: mikä ero callback vs call list?
Filtering - Can be used to control which cases are displayed on the list - see below.
Menufor -For accessing additional functions such as viewing closed call cases, selecting active lists and handling multiple call cases with multi-select - see below.
Call case on list view
Each call case has a green call button to call the number right away. Clicking elsewhere on the case opens new view with the case details.
Phone number (or a directory contact’s name)
List name
Recording icon indicates that the case has a voicemail recording which can be listened to.
Each call case is displayed with due date and current assignee. Due date or time is in red if it’s today,
New call case button creates a new call case.
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Assigned to me - your cases are displayed at top
Priority - most urgent cases are displayed at top regardless if of assignee
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Closed
All cases closed successfully by you in last 7 days are displayed here. This view allows you to get back to a case after it’s been closed.
TODO: screenshot
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Lists
You can select which callback lists you are active in. This is sone done by selecting the callback lists you wish to receive callbacks from.
TODO: screenshot
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Multi-select
Multiple call cases can be selected to:
Close unsuccessfully or,
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Assign to yourself
TODO: screenshot
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New call case
Call case can be created and details given as necessary. TODO: what is mandatory and what optional?
Due date is the time when this case should be called
Expiry date is the time when the case expires and is closed automatically (?)
TODO: screenshot
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Call item
Call item is divided in to three tabs.
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This tab contains all basic information about the call case. Call case has a name, phone number, topic etc. and most fields are optional. If there is an related voicemail message then it is displayed here and can be listened to.
TODO: screenshot + recording
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Controls at bottom:
Assign to me icon assigns the call case to you. It can be unassigned after that.
Call icon in the middle calls the phone number
Edit icon opens the details in edit mode where changes can be made and saved.
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Call list tab lists all call cases which are imported as a call list. For example, all customer’s phone numbers could be imported and called about a new campaign. Call lists can be imported in BeneDesk Voice Center.
All functions and handling are similar to Call back Callback tab as described above.
TODO: screenshot with call list highlighted
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Callback lists must be configured accordingly to receive notifications by Benemen Enreach support. By default push notifications don't work.
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Following features are optional for a callback list and they can be enabled by Benemen Enreach support.
Grouping of call cases
Cases from same phone number can be automatically grouped together. Grouping is displayed nested on the list view.
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