AntRing - Request a callback

1. Introduction

The "Request Call Back" function on the system is used to serve customers who have missed calls to the switchboard, in order to improve the service capabilities of a professional switchboard.

This document will guide the switchboard manager to configure the dispatch of missed customer calls to the agents.

2. Callback list

To access the callback list, you access “Settings” → AntRing → “Callback”.


Missed calls list will be displayed on this page after you access.


Note: This list will automatically update after every 5 minutes. 

Missed call list filtering tool is also supported so you can search for information.

Definitions at the information filtering tool:


Information field

Description

Filter by

Filter the call list by date, the tool supports filtering information from the two most recent days: Today, Yesterday.

Phone number

Filter the list by phone number.

DID

Filter the list by the hotline number that the customer called.

Status

Filter the list by missed call status, there are 3 types of status:

  • Show all.

  • Only not recall.

  • Only recall.


Note: In addition, you can quickly view the number of processed and pending missed calls in the Information Filter area.

3. Configure callback

To configure a callback, go to the "Configuration" section on the Callback Request page.

Choose “Department”, and add an Operator to handle missed calls on that department's Hotline (If the Account has many Hotlines and departments).

After pressing “Save” to save configuration.

After configuration completely, missed calls to the chosen department will be assigned to the Agents added above.

4. Statistic

Access “Statistic” at “Callback” page

The statistical list of processed and pending missed calls will be displayed immediately after accessing.

Information filtering is also supported on the statistics page so that switchboard managers can view and monitor the processing status of missed calls..

Define information fields on the filter:


Information field

Description

Choose date

You can choose the specific date here to check information.

Employee

Filter the call list of employees.

Department

Filter the call list by DID of the department.

Quick filter 

Allows you to quickly filter information by date, to support quick filtering of the most recent 7 days (calculating the current date).

To view details of calls that the employee handles or is assigned to, click on the assigned employee name.

In addition, you can download callback statistics here.

The information file is downloaded as *.csv, you can open the file using MS Excel tool.



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Article details:
Published date: 12/12/2023 3:29PM
Last updated: 12/12/2023 3:30PM (thuan.tran@antbuddy.com - thuan.tran@antbuddy.com)
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Author:thuan.tran@antbuddy.com (thuan.tran@antbuddy.com)
Category:AntRing Call Center