A common question I get asked by customers that receive missed calls to a ring group is, "How do we know if someone else within the group has returned the missed call?" (has someone else already called this customer back?)
A good feature for the Linkus client would be, to show an icon next to a missed call if the number has been called back from any extension within the group. If there are several missed calls from the same number within a set time period, they could be linked together.
A very valuable feature for high volume/fast paced inbound call centres.
{Scenario]
Inbound call to multiple extensions in a ring group, the call goes unanswered.
All agents in the group will see a missed call on Linkus but they will not know if that call has been responded to by another agent.
[Outcome]
Nobody in the group knows whether anybody else has called the customer back.
[Result]
Unhappy customer
[Resolution]
Agents check their missed calls on Linkus and can see an icon next to the missed call indicating the customer has received a call back.
Let me know your thoughts please.
