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Call Center

Calls and follow-ups

Updated in 5.20.43

Every call of the company with who called, who answered, how long they waited and talked, and how it ended; and the calls nobody answered and the callbacks the company owes.

Where

Call Center › Calls · Follow-ups

Who

Calls: Calls — View own, View team or View all. Follow-ups: agents and whoever sees the team's or all calls.

The calls

The tiles at the top count the calls you are looking at: Calls, Answered, Missed, Average wait and Average talk. The list shows Started, From → to, Caller, Queue, Agent, Waited, Talked, Outcome, Recording and Client.

1
Narrow the list by dates (From, To), Direction, Status (Missed of any kind puts every unanswered call together), Queue, Agent, Outcome, Client and With a recording. Search a number, a customer, a lead or the notes.
2
Export gives the list as a file; Clear the filters brings back every call.
3
Press a row to open the call.
The calls list

A person with View own sees only the calls they answered or made; with View team, the calls of their departments and the unanswered calls of their queues.

One call

The page is titled Incoming call or Outgoing call. Call back dials the number again.

PartWhat it holds
The callDirection, queue, agent, when it started, was answered and ended, how long they waited and talked, the wrap-up, the outcome and the key pressed in the menu.
Recording or VoicemailListen to the recording, for people who may listen.
Transcript and NotesWhat was said, when the provider writes it, and the agent's notes.
Linked in ZyntraThe customer, contact, lead, ticket, task, deal, project or invoice the call belongs to.
Callbacks from this callEach callback it made, open, done or cancelled.
What happened on the callThe timeline: rang, waited, answered, transferred, ended.
Quality reviewReview this call, for people who review calls (see Wallboard, quality and reports).
One answered call with its outcome and notes

Follow-ups

Two tabs: Missed calls and voicemails and Callbacks owed, each with its count and how many are overdue. Only mine keeps what is given to you.

1
On a missed call press Call back. The list says when they called, how long they waited and how many times this number called.
2
Assign gives it to a colleague: find them, or choose Me, and press Give it.
3
Done closes it; Undo brings it back.
Missed calls and voicemails

The callbacks are grouped Overdue, Today and Later. Call now dials one; Cancel drops it.

The callbacks the company owes

Schedule a callback

1
Press New callback.
2
Type the Number to call back, Who is it, the Day and Time, choose Who calls back (or the team, whoever is free) and write What it is about.
3
Press Schedule it. Flowrica can fill the same form for you: ask her to schedule a callback.
Schedule a callback
Before: The agent desk · Next: Wallboard, quality and reports

Questions

Where is “Calls and follow-ups” in Zyntra OS?

Call Center › Calls · Follow-ups

Who can use “Calls and follow-ups”?

Calls: Calls — View own, View team or View all. Follow-ups: agents and whoever sees the team's or all calls.