TODO: general introduction to call cases and related functions:
What are call cases? Where can it be accessed?
Agent can handle callback cases on mobile app.
Callbacks can be collected from different sources:
Missed service calls
Dropped service calls
Manual callback cases
Agent notifications
Mobile app notifies the agent about new callback case
Mobile app has agent view, but not intended for admin level management.
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.
Callback tab - TODO: mikä ero callback vs call list?
Call list tab - TODO: mikä ero callback vs call list?
Filtering - Can be used to control which cases are displayed on the list - 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 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.
Filtering
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.
Sorting has two options
Assigned to me - your cases are displayed at top
Priority - most urgent cases are displayed at top regardless of assignee
Closed
All cases closed successfully by you in last 7 days are displayed here. This view allows you to get back to a case after it’s been closed.
Lists
You can select which callback lists you are active in. This is done by selecting the callback lists you wish to receive callbacks from.
Multi-select
Multiple call cases can be selected to:
Close unsuccessfully or,
Assign to yourself
New call case
Call case can be created and details given as necessary. TODO: what is mandatory and what optional?
Due date is the time when this case should be called
Expiry date is the time when the case expires and is closed automatically (?)
Call item
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.
Controls at bottom:
Assign to me icon assigns the call case to you. It can be unassigned after that.
Call icon in the middle calls the phone number
Edit icon opens the details in edit mode where changes can be made and saved.
Handling
On Handling tab, the status of the case can be changed. The status can be selected after you have attempted to call this call case. Status selection is also displayed automatically after the call. Optional call note can also be given.
After saving, you can see the given handling status as a call attempt on the History tab.
History
Full history of the call case can be seen on History tab. All events are displayed here, such as call case creation, call attempts, etc. Oldest event is at the bottom.
Call list
Call list tab lists all call cases which are imported as a call list. For example, all customer’s phone numbers could be imported and called about a new campaign. Call lists can be imported in Voice Center.
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.
Callback lists must be configured accordingly to receive notifications by Enreach support. By default push notifications don't work.
Optional features
Following features are optional for a callback list and they can be enabled by Enreach support.
Grouping of call cases
Cases from same phone number can be automatically grouped together. Grouping is displayed nested on the list view.
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
TODO: screenshot from list view with a nested group open
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: miten tämä meneekään
Assisted callback
When on a call, a notification about related call case can be displayed for the user.
See more at: Assisted callback