...
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
...
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.
...