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Callback - Callback occurs when customer calls an organization and leaves a request to call back.
Call case - Single customer callback case with phone number, handling status, history and possible additional details. Agent needs to call the customer and handle the call case.
Call Callback list - Source for call cases. Agents may have permissions to a call list and they can then call and handle cases from the list.
Handling - A call case may have one of the statuses, such as Closed successfully or Busy. This status affects if the case continues to be offered to the agents.
Call cases can be accessed from bottom menu:TODO: Screenshot of bottom menu
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Callback
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.
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Callback tab - Call cases from various sources,
Call list tab - Call cases imported as a call list
Filtering - Can be used to control which cases are displayed on the list - see . See below.
Menu -For accessing additional functions such as viewing closed call cases, selecting active lists and handling 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 Callback 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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If Show all cases is disabled, then only unassigned call cases and cases assigned to you are displayed on the list. If enabled then all available cases are displayed.
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You can select which callback lists you are active in. This is done by selecting the callback lists you wish to receive callbacks from. Adding or removing agents from lists is done on Voice Center.
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Multi-select
Multiple call cases can be selected to:
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Call item is divided in to three tabs.:
Details
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.
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All functions and handling are similar to Callback tab as described above.
TODO: screenshot with call list highlighted
Notifications
If you have notifications enabled for the app, you will receive a notification on your phone when there are new call cases. The notifications are displayed about new call cases on the callback lists you are member of. Call cases created by you do not display notifications.
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Cases can be closed automatically without any user interaction. Closing happens when the user has called the call case number.
TODO: miten tämä meneekäänis that correct and is there something else to add here?
Assisted callback
When on a call, a notification about related call case can be displayed for the user. Call cases related to your recent calls are also highlighted and grouped at top of Callback list.
See more at: Assisted callback
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