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Activity Codes - Reason for Call

Discussion in 'Ideas' started by GBC_James, Jun 12, 2017.

Activity Codes - Reason for Call 5 5 1votes
5/5, 1 vote

  1. GBC_James

    Feb 3, 2017
    Likes Received:
    Within the call queue features, it would be good it a queue agent, could select a code stating the reason for the call.
    Then, either weekly or monthly, the queue supervisor could run a report on what is the reason most people call. This then allows that department to address any particular needs that would in turn reduce the need for the public to call ( heads up, we are local government),

    For example, if 100's of calls come in about confusion over how to pay council tax, those calls can be marked, a report run, and evidence produced to support info being put on websites, letter sent out, change to current procedures etc.

    this could either be built directly into 3CX call queue settings, or it could be an add on, if it's not something everyone needs.

    Before the moved to 3CX we had this feature in a stand alone call queue system, and our departments miss it, as it was really helpful