Page Comparison

TODO: general introduction to call cases and related functions:

What are call cases? Where can it be accessed?

Agent can handle callback call cases on mobile app.

Callbacks Call cases can be collected from different sources:

• Missed service calls

• Dropped service calls

• Manual Manually created callback cases

Agent notifications

• Mobile app notifies the agent about new callback cases

Terminology

• Callback - Callback occurs when customer calls an organization and leaves a request to call back.

• Call case

Mobile app has agent view, but not intended for admin level management.

• - 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 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

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.

...

1. Callback tab - TODO: mikä ero callback vs call list?Call cases from various sources,

2. Call list tab - TODO: mikä ero callback vs Call cases imported as a call list?

3. Filtering - Can be used to control which cases are displayed on the list - see below.

4. Menu -For accessing additional functions such as viewing closed call cases, selecting active lists and handling call cases with multi-select - see below.

5. Call case on list view

   1. 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.

   2. Phone number (or a directory contact’s name)

   3. List name

   4. Recording icon indicates that the case has a voicemail recording which can be listened to.

   5. Each call case is displayed with due date and current assignee. Due date or time is in red if it’s today,

6. New call case button creates a new call case.

...

When on a call, a notification about related call case can be displayed for the user.

See more at: Assisted callback

Personal callback requests

Personal callback requests

TODO: do we have this on mobile app?