Assigned Calls

This article will guide you on how to check the calls assigned to you by the admin as a Video Service Desk Agent.

What are Assigned Calls? #

Assigned Calls are the calls assigned by an admin to a particular agent for further follow ups of the previously Missed or Completed calls. By default, an agent can only see the calls missed/attended by themselves. Assigned Calls could be the calls attended by another agent or the ones missed by all the agents. It is similar to a basic ticket assignment.

Using the customer details and the appointment times for these calls, agents can communicate further. Admins can assign calls from the Call History section.

1. Login to the Video Service Desk dashboard as an agent.

2. So once you log in as Agent, you are directed to the Agent Dashboard where you can see an option to Login to the queue for accepting calls.

3. To check your assigned calls, you need to head to the Assigned Calls section.

4. Here you can see the details of all the calls assigned to you.

5. The columns include:

    

   • Date

   • Time

   • Call Status – Whether Missed or Completed

   • Customer Details – Click on the plus icon to view all details about the customer. Customer details are the details of the caller, for example, name, email, and contact number that have been captured from the contact form.

   • Preferred Appointment Time – The time at which the callback is requested by the Customer

   • Client – From which website or client the call originated. Read more about Clients.

   • Language – By default it shows the primary language set by the admin for your organization. In case language based routing is enabled, it would display the specific language name that the customer selected before starting the call

   • Duration – Call duration in hours:minutes:seconds format for the completed calls

   • Actions – Shows the notes taken during the call by the agent