When a call is missed in a call queue, it is added to the missed call list in the Supervisor Dashboard (under Callers - Missed Calls). That number can then be added to an outbound queue to be called back by an agent. However, it is common that a caller will abandon the queue and then call back themselves and speak with someone before we add that number to the outbound queue to call them back.

It would be helpful for the supervisor dashboard to show if a number has since had a successful call after they have appeared in the missed call list.

Similarly for sms callback messages. If a caller abandons the queue and are sent an sms asking if they would like a call back, the agent who receives that message doesn't know if they have called back in or if they have been contacted by another agent since the message asking for a call was received.

To show this data could the missed call list or the callback inboxes either show a supervisor the call history with that number for the day (as a hover over tool tip for example) or a link to search for that number (on that day) in analytics if the number does appear in the system since the missed call or sms was sent.

If either of those could be implemented, it would be great to see more than just today's missed calls in the Supervisor Dashboard. If we can change the time period, then see who has and hasn't been contacted, that would be ideal. We can then utilise the outbound call queues properly.

Lastly, can missed calls be automatically added to an outbound call queue once we know if the customer has not been contacted since the missed call?

There are a lot of ideas here, but any help on this would be greatly appreciated!

Many thanks,

Will

Have supervisor dashboard indicate if a number from the missed call list has since been successfully contacted for voice and SMS