Hello Sajid,
Thank you for the feedback.
I was looking actually for something to be more clear and straightforward, so it can be seen directly rather than investigation.
It seems even in reports are not shown clearly. Please, correct me if I am wrong.
Thank you again for the help,
Best Regards,
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Ali Aljohani
Jathwa Technology Solutions
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Original Message:
Sent: 11-19-2018 07:19
From: Sajid Abbas
Subject: Callback
In interactions dashboard, you can filter out callbacks as below
Here based on values in 'Users' column should be able to give you a clue whether an agent was involved with any particular callback.
Moreover, by clicking individual interaction, you can work with Details and Time-line tabs as below to find out what exactly happened during this callback. e.g. disconnect reason may be helpful.
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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
Original Message:
Sent: 11-19-2018 05:46
From: Ali Aljohani
Subject: Callback
Hello Everyone,
How the admin/supervisor would know if the agent end the call or not?
In the case this case, when a customer requests a callback, and then a preview asks the agent to initiate the call. How the supervisor and the admin can know if this call has been made/ or if the agent select End Call.
Best Regards,
#Outbound
#Reporting/Analytics
#SystemAdministration
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Ali Aljohani
Jathwa Technology Solutions
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