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Receive Customer Calls

  • Receiving New Customer Service Requests

    In order to receive customer service requests via voice or chat, you will need to ensure that there are available agents. Through the agent status tab in the settings section, you can both configure agent status parameters, as well as create new statuses to suit your company's needs.

    1. Navigate to General Settings > Agent status, here you will see the Status List and Configuration options.
    2. The Status List shows you the available statuses that can characterize an Agent. Offline, Available, Busy, Idle, etc. You can add a status by selecting the Add Status button and setting the name and rules of this status, as well as a color.Screen_Shot_2022-04-06_at_1.23.39_PM.png
    3. To configure how and when these statuses go into effect, go to the Configuration tab next to Status List.  Here you will see Auto Update of Status options where you can determine the status of an Agent when first logging in, when logging out, and when operating at capacity.  You will also be able to set an Assignment Timeout Limit, which caps the number of contacts per agent to a number set by the admin.  This will automatically change the agent's status to the status of your choosing, such as busy.Screen_Shot_2022-04-06_at_1.13.37_PM.png
    4. To change these Auto Updates, simply use the drop down menu to select one of the statuses available.  These rules will ensure agents are able to receive new customer service requests while also making sure agents are not operating above capacity at the same time.


  • Accepting New Customer Service Requests

    Incoming customer calls will appear in the top left corner of the agent console.  You will be able to see the incoming number as well as contact details available from the CRM. To answer the call, click the green phone icon and you will be connected to the customer and the conversation will appear in the active section.  To ignore the call, click the red phone icon.


  • Handling Customer Conversations
    1. When you connect with an incoming customer call, the screen will change to show the active conversation. The left pane shows details about the call. You can take notes in the middle pane. The right pane shows customer details and any active tickets.Screen_Shot_2021-12-20_at_1.56.10_PM.png
    2. You can create a new ticket for the current conversation by clicking Create Ticket, or associate the conversation with a previous ticket by clicking the Associate Conversation button next to one of the active tickets in the right pane. When the ticket is associated, you can view the entire past conversation history to gather more context.Screen_Shot_2022-01-11_at_1.13.50_PM.png
    3. When your conversation is finished, click the red end call button at the top right of the conversation pane. You can now start the wrap-up, detailed in our after conversation work and dispositions article.