Has the "Missed Calls" handling changed?
Hi,
we always had some missed calls in our lists and since, i think, early december the number dropped to zero.
I have seen colleagues miss the notification on their screen or others who have not logged out but they never received a missed call. On the other hand we had agents who were unable to pic up a call because the web interface froze who got that call as missed.
Anyone else having this experience?
Kind regards
Wolf
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Hi Wolf Hilbl
Can you please check if "Create ticket for abandoned calls?" is still enabled for all your numbers?
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io -
Hi Thomas de Silva,
the option "Create ticket for abandoned calls?" is still active. It was one of the first things that i looked at.
And in most cases those calls show up but it is irritating to not see missed calls on any of our agents.
Kind regards
Wolf
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Hi Wolf Hilbl
Can you please tell me if you have callback or voicemail enabled? If a customer hangs up the call is not categorized as "missed".
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io
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