We have a customer who is querying why the abandoned calls doesn't have the abillity to pick up the most recent abandoned call when dealt with treats the other abandoned calls with the same CLI as dealt with also.
For example: Customer/ client calls in 10 times throughout the day resulting in 10 abandoned calls. Agent is going through abandoned calls and calls the most recent abandoned call back and marked it as 'dealt' with. All other calls from the same CLI are now also Dealt with however currently you need to go through individually and marked them as dealt. Whilst I can understand the reason for not having this feature mainly due to each abandoned call should be treated individually it would be useful either to have this functionality or having a filter list by CLI on the call lists.
So effectively either add filtering under the list of calls - missed calls and abandoned calls to be able to mark them easily or treat the same CLI the same and group them together to show CLI x (10) missed or abandoned calls.
For example: Customer/ client calls in 10 times throughout the day resulting in 10 abandoned calls. Agent is going through abandoned calls and calls the most recent abandoned call back and marked it as 'dealt' with. All other calls from the same CLI are now also Dealt with however currently you need to go through individually and marked them as dealt. Whilst I can understand the reason for not having this feature mainly due to each abandoned call should be treated individually it would be useful either to have this functionality or having a filter list by CLI on the call lists.
So effectively either add filtering under the list of calls - missed calls and abandoned calls to be able to mark them easily or treat the same CLI the same and group them together to show CLI x (10) missed or abandoned calls.
