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  • Avoid duplicate calls to the same customer

  • Group by caller number

  • Between callback lists and service pools

  • Agent can see and handle the related callback cases

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Handling of grouped cases has an option to select how the handling status will be applied to related call cases.

TODO: screenshot from handling where user is asked how to apply the status (all, one-by-one, etc.)

Automatic closing of call cases

Cases can be closed automatically without any user interaction. Closing happens when the user has called the call case number.

TODO: is 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.

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