Assisted callback feature helps in resolving callback cases by notifying the user about such cases when call to same number is made or received. Finding out about related callback cases helps the user in closing the cases and in offering better service.
When the user makes an outbound call to a phone number or receives an inbound call from a number that has an open callback case, the app will show a notification about the case. The notification is displayed when the call is allocated, and the user can view it during the call.
Notification has the caller's phone number visible and a link to close successfully the case.
KUVA 1: notifikaati
Tapping elsewhere on the notification opens the case in app and further details can be viewed and case status selected:
KUVA yksittäisestä soittotapauksesta
Please note, a callback case is not closed automatically but requires user to determine and select the right status.
Call handling view displays all callbacks the user has access to. Cases that are related to recent calls are highlighted at the top. Here the user can find cases they were notified about earlier, but did not react to those notifications:
KUVA päänäkymästä, jossa ylimpänä pari kolme related casea
Use cases supported
The customer has called in and left a callback. An agent calls the customer from their mobile phone. The agent is not using mobile app’s call handling to start the call. During and after the call, the agent should be aware that there is an open callback case so they can proactively resolve it.
The customer has called in and left a callback. The customer calls in again and the agent now answers. The agent is made aware of the open case and can proactively resolve it. This occurs for both service queue calls and direct calls to a personal number.
Pre-requisites
The user must have the appropriate callback features enabled.
The user must be authorized to access the list in which the open callback case is in.
The user must have a BeneVoice for Android or iOS installed.
The callback list for the callback case must have this feature specially enabled.
The caller cannot be “anonymous”, that is, they must display their phone number when calling.