Call Details
4 min
Overview
The Call Details feature is located in the Agent Console and serves as the agent's personal hub for managing upcoming customer Callbacks and reviewing their Call History (past interactions). This feature helps agents maintain an organized workflow and ensures no follow-up is missed.
How it works
Callbacks Sub-Tab
This tab shows all customer callbacks that are currently scheduled specifically for the logged-in agent across all assigned campaigns.
- Dialing: The agent can click to dial the customer directly from the list. The system then redirects to the Agent Workbench and removes the callback entry.
- Modification: Agents can reschedule or delete a callback, but both actions require providing a mandatory reason for the change.
- Filtering: Agents can apply filters by time range (Today, Tomorrow, Custom Range), phone number attributes, and Unique Identifier (if number masking is enabled).
Call History Sub-Tab
This tab displays a comprehensive history of calls made or received by the agent.
- Voicelog Access: The agent can Listen to Voicelogs for connected calls only. A media player pop-up allows control (download, volume, pause).
- Follow-up: Agents can use the Click-to-Dial (CTD) icon next to a number in the history to initiate a manual call or View Call Notes left during the original interaction.
- Filtering: Agents can filter the list by Campaign Name, Disposition Class/Code, Time Range, and Attribute-Based columns.
Prerequisites
- The Agent must be logged into the Agent Console.
- The Call Details feature must be enabled by the administrator for the agent's user role or process.
- Voicelog Listening requires the call to be a connected call.
Benefits
- Improved Customer Satisfaction: By reviewing Call History and notes, agents prevent customers from having to repeat themselves, creating a seamless experience.
- Personal Performance Improvement: Agents can Listen to Voicelogs of their own calls for self-evaluation and aligning their approach with training standards.
- Enhanced Organization: The Callbacks feature ensures agents are organized, take ownership of follow-up tasks, and manage their time efficiently.
Use Cases
- Post-Call Self-Review: An agent listens to a voicelog from a complex call they just finished to identify what they handled well and what they could improve on for the next time.
- Handling Customer Call-Backs: A customer calls back and references a previous interaction; the agent quickly filters their Call History by the customer's number, views the Disposition Class/Code, and checks Call Notes to get instant context.
- Managing Follow-Up Queue: An agent uses the Callbacks tab to see all high-priority follow-up calls due that day, ensuring they meet promised customer contact times.
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