Missed Requests

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Missed Requests

"Missed Request" ın the "Reports" section, is the section where missed calls from customers are displayed by customer service representatives. For missed calls, you can find operator ID, phone number, e-mail, operator name, operator group, guest name and others information here. When you click the Export To Excel button next to the filter button in Addattion, you can export the existing table to an excel file. You can read the article below for more information?

Operator ID: Operator ID is the ıdentıty number of the operator.

Phone Number: Phone Number is the operator's phone number.

E-Mail: E-mail is the operator's e-mail.

Operator: Here is the name of the operator.

Operator: Here is the surname of the operator.

Operator Group: Operator group is the group in which the operator is involved.

Guest Name: Guest nameis the name of the customer who wants to reach the operator.

Ext Referance Key, Primary Key, Secondary Key, Tertiary  Key, Quaternary Key: You can use these fields to get different information other than the information we have determined for the contact information of the customers. So you can make customizations as you wish.

E-Mail: E-mail is the customer's email information. This information is automatically dropped into the system when a missed request occurs.

Phone No: Phone no is the customer's phone information. This information is automatically dropped into the system when a missed request occurs.

IdNo: IdNo is the customer's ID information. This information is automatically dropped into the system when a missed request

Access Channel: Access channel is a field that shows which channel the customer will connect to and talk to the operator.

Access Type: Access type indicates which type of customer is a customer (for example, corporate or individual)

Customer Type: Customer type indicates the customer's property (ex. general or individual).

Complation Type: When the missed decommissioning is complete, you can enter a description of the specific completion type for you.

Description For Ending: You can enter a description for escaped calls.

Rating Comment: The rating comment indicates the comment the customer made for the missed request.

Rating Score: The rating score shows the score the customer gave to the missed request.

Start Date: Start date is the start time of the conversation with the client.

End Date: End date is the end time of the conversation with the customer.

As you scroll to the right, you can access a lot of information about your operators. Here you can view the channels and access types of your customers. Also the guest type is used quite often. In the guest type here, as you can see in the screenshot, your customer's type appears. It shows whether customers are connecting from the system or from the pool when connecting to the operators. At the same time, the section next to it shows whether the negotiations have been completed or not. If the negotiations are not completed or left unfinished, customers wait for their turn in the pool. Negotiations with every customer are always completed.

The rating comments at the end of the meeting presented to your customers are also indicated here. For which operator you can view how customers make comments and also how much they score. so you can self-criticize by getting feedback from customers related to operators and have the opportunity to improve yourself even more!

At the same time, the date your operators made these calls and even the hour and minute they entered the system are always recorded in the system. As can be seen from the screenshots, the time that the operators are active in the system appears. In addition to all these, waiting times are also visible under the waiting time section.

The numbers in the lower right corner of the pages also indicate other pages. These are the continuation information of the operators. As the data is entered, the pages will increase, so it will be easy to access the old information.

That's it!

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