Call Loss Management Guide

——Learn how to view and handle lost calls through this article.

Role of Call Loss Management

Call loss is any inbound call that the customer makes but fails to be answered for various reasons. It includes missed calls in the service scenario or customer callback in the marketing scenario. The agent department needs to summarize such data and screen out the call loss data worth processing for callback.

Main Functions of Call Loss Management

● View Lost Calls

1. Support viewing all lost calls under the enterprise.
2. Support customizing list display fields.

● Handle Lost Calls

1. Support initiating callback for the lost call.
2. Support creating a contact plan for the lost call.

How to Use Call Loss Management

● Query Call Loss Management List

1. You can use common conditions such as talk results and callback status to query, or click the【Filter】button on the right side to expand "More Filter Conditions" and use advanced conditions to query (Figure 1).
2. Support customizing list display fields. Click the gear-shaped button on the right side of the list to expand the custom display field pop-up window. In the pop-up window, select fields on the left side and sort the selected fields on the right side (Figure 2).

Figure 1: Call Loss List

Figure 2: Custom List Fields

● Handle Lost Calls

In the operation column on the right side of the list, you can click【Callback】to make a call immediately, or click【Create Contact Plan】to assign the lost call to other agents for handling (Figure 3).

Figure 3: Handle Lost Call