Communication Hub: Users - Assigned Calls
Written by B3Networks Academy
Updated at January 12th, 2024
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Table of Contents
Overview
The Assigned Calls tab contains detailed data for each interaction that takes place in your Inbound Contact Center. One call can be assigned to multiple agents and rung multiple times at agents' devices until one of them picks up the call, and all of that assignment calls will be listed here so that the Supervisors can have a full picture of how their agents are performing.
To access the Assigned Calls tab:
- Go to Communication Hub > Select Users tab
- Chose Assigned Calls
There are 2 type of completed calls:
1. Incoming Call
This tab shows the list of completed incoming calls of all users in the Contact Center.
The user can filter calls by User / Queue / Results and Date & Time
The results below are applied per queue in the Contact Center:
| Results | Definition |
|---|---|
| Answered | Inbound queue call connected to an agent |
| Unanswered | Agent did not pick up the call |
| Unreachable | System attempted to contact the agent but was unable to do so due to network/technical problems |
| Dropped by Caller | Caller hung up the call |
2. Call Back
This tab shows the list of completed callback calls of all users in the Contact Center.
The user can filter call by User / Queue / Results and Date & Time.
| Results | Definition |
|---|---|
| Answered | Inbound queue call connected to an agent |
| Unanswered | Agent did not pick up the call |
| Unreachable | System attempted to contact the agent but was unable to do so due to network/technical problems |
View Form Data
Assigned calls are integrated with Forms to show Form data for each call in user personal assigned calls in Omni channel and it also allows user to update the form response.
- Go to Communication Hub
- Select Users tab
- Select Assigned Calls
- Select a Call leg
- Click View Form Data
Agent's View of Form Data
Supervisor's View of Form Data
Supervisor's Own Transactions
Other User's Transactions
- Users can click the Pencil icon (🖊️) to edit the Form.
- Supervisors can only update his form and cannot update transactions for his agents
Export Assigned Calls Data
- Users can click on the Export button to download the report for Assigned Calls.
Demonstration
