Managing Calls in Dev Hound Call Center
You can see a list of calls in the call center by clicking the My Calls tab. This will display:
- Any calls you have created
- Any calls that have been assigned to you
- Any calls that are assigned to the queue
- Other peoples outstanding calls (if you uncheck the option Show only my calls)
Opening calls
You can open an existing call by simply clicking the call under the tab My Calls
If a call was assigned to the queue then it will be taken from the queue until you save the call. If you cancel the call it will be readded to the queue
Queuing calls
Queuing calls can be very useful if you have a pool of support operators especially when they work part time. A part time worker can queue their calls at the end of the day so that another operator can see them in the queue. The Call Center will also send a broadcast to all users when a call is queued.
Call timing
Calls are timed automatically and the My Calls tab displays call ordered by the call's age by default. You can sort by a different column by clicking the column header.
Logged Calls
The logged calls area of the My Calls tab shows any calls that you have created during this windows session. It does not show all of your calls logged, just the ones you have added since starting the call center application.