What does callblending mean?
It means an agent takes incoming calls in between their outbound calls. Inbound calls are routed to the agent wherever they are in the system, so no callback is missed.
It means an agent takes incoming calls in between their outbound calls. Inbound calls are routed to the agent wherever they are in the system, so no callback is missed.
Yes. The administrator allocates personal numbers to sales reps if their work requires it. Calls to the personal number go to the sales rep’s own queue, and missed calls are shown in the system.
Each queue is linked to one or more projects or campaigns, and for each queue you choose which agents are authorised to answer.
Yes – to another queue, to a colleague or to an external number.
Yes. Under Inbound you can see and filter all incoming calls to your queues, including missed ones, and get answer rates and other statistics. Incoming calls can also be linked to the customer card so the history is visible there.
No. Inbound is included in the Premium and Enterprise plans, as it’s a feature requested by customers with somewhat more extensive needs.
