BatchDialer now introduces several enhancements and new features in the Recent Contacts section and a new Missed Call Button that provide increased visibility and streamlined processes for managing missed calls.
Video Walkthrough
Key Features and Enhancements
1. Missed Calls Button for Better Visibility
A “Missed Calls” button is now visible in the header at all times, displaying the number of missed or abandoned calls from the past 7 days.
If no missed calls are present, the button will show “Missed Calls: 0.”
Clicking the button reroutes agents to Reports > Recent Contacts, filtering to display missed/abandoned calls that have not been called back.
2. Call Contact Column for Easy Callbacks
A new "Call Contact" column is now available for all call entries, allowing agents to initiate callbacks with a single click using the softphone.
Agents can only dial missed calls if they have the necessary permissions and are part of a Preview Campaign.
If no campaign is joined, the system will prompt the agent to join a campaign, displaying an error message:
“Please select a preview campaign before calling.”
3. Tracking Callback Status with "Called Back" Column
A new column labeled "Called Back" replaces the previous "Dialed" column.
Called Back options include:
Yes: When an agent or admin initiates the last call.
No: When the contact is the last to initiate a call that was not answered.
The status updates automatically when a missed call is followed up, and agents can manually change the status if needed.
4. Missed Call Workflow for Seamless Follow-Ups
Here’s how the new missed call workflow improves follow-ups:
Scenario: A contact calls an agent, but no one picks up the call.
The Missed Calls button shows “Missed Calls: 1.”
When the agent clicks the button, they are routed to Reports > Recent Contacts, where the system filters missed calls from the last 7 days.
The Call Type column displays an inbound, not connected icon, while the Called Back column shows “No.”
The agent clicks “Call Contact” to join a preview campaign and initiate the callback.
Once the call is completed and the disposition is noted, the Missed Calls button updates to “Missed Calls: 0” and the Call Type column changes to reflect an outbound connected call.
5. Clear Call Type Icons with Tooltips
The Call Type column now includes icons for quick reference:
Inbound Call: Arrow pointing toward the phone
Outbound Call: Arrow pointing away from the phone
Green Icon: Call was connected
Red Icon: Call was not connected
Tooltips display when users hover over these icons, giving agents a clear understanding of each call's status.
Additional Benefits
Call Reports Updated in Real-Time: After a missed call is returned, the call details are automatically updated in Reports > Recent Contacts.
Manual Updates Available: If needed, agents can manually change the “Called Back” status.
Consistency Across Teams: Callback statuses and missed call counts are updated across all agents on an account to ensure seamless collaboration.