unsuccessful outbound callsAnswered
Unsuccessful outbound call attempts are not displayed ticket events (that would indicate an outbound attempt was made) As per checking, only successful outbound calls are logged and recorded with corresponding ticket events.
It would be great if the unsuccessful attempts could be listed in the events as well to avoid double calls and document the trying of calling a customer.
Thanks for the feedback!
Presuming you are making outbound calls from an open ticket. Ticket events are not in place if the outbound call is unsuccessful. Unfortunately, it is not on the roadmap at this time. As a work around, an agent after making an unsuccessful outbound call attempt can put an internal note in the ticket.
This information is also logged on the Usage charges page in Talk settings which can be used for viewing all calls including unsuccessful outbound calls.
Agreed with Andre's comment, surprise this is not available at all to log those unsuccessful calls in the event automated just as successful call. We also raised this with our account manager recently.
The work around will add inefficiency to the agent having to do that each time, manually. Is quite common now the outbound call to customer/supplier not pick up & agent have to call back several time, those info not visible to other agent who take over the case or team leader which is important
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