Call Center

1. Benefits of Using the Call Center Module on thr App

Detailed Call Reports: The system provides detailed reports on call logs, including related customer information, assigned account manager (if any), call time and duration, and call ratings. This allows effective classification and handling of customer interactions.

Quick Actions: Instantly create tasks, add new customers, or contacts directly from the call information.

Enhanced Customer Service & Sales Performance: Help your team deliver faster support, follow up more effectively, and improve conversion rates.

Mobile Access: Access and manage call-related features anytime, anywhere using only your mobile device and no desktop required.

2. Permissions

To use the Call Center feature in the mobile app, the following permissions must be enabled in the web-based system (PC version):

Access: Allows access to the Call Center module.

Add: Allows users to initiate or log new calls.

Edit: Allows adding notes and details to calls.

Delete: Allows call logs to be removed.

Approval: Allows rating calls using stars.

View All: Grants visibility to all call logs in the system.

3. Call Management

3.1 Viewing Call Statistics

To access the Call Center section, go to the Extened Tab → Customer Care → Call Center.

You will see aggregated metrics, including:

• Total incoming calls

• Total duraiion of incoming calls

• Total missed incoming calls

• Total outgoing calls

• Total duration of outgoing calls

• Total missed outgoing calls

Note: The default time filter is set to "Today."

Call Status: Calls are categorized into "Ended" and "Missed."

Call Types: Incoming and Outgoing Calls.

3.2 Searching Call Logs

To find specific call data, tap the Search icon at the top-right corner of the screen.

You can quickly search for calls by entering a customer name or phone number in the Search field.

Additionally, you can also filter calls by:

• Time

• Employee

• Unknown Numbers

• Star Rating

• Call Status

• Account Manager

Multiple filters can be applied simultaneously. Selected filters are highlighted in blue for clarity.

4. Other Actions

4.1 View Call Details

Tap on any call to view detailed information, including:

• Customer Care Representative

• Call time & duration

• Star Rating

• Notes/Comments

• Audio playback of the recorded call (if available)

4.2 Add a New Call

To manually log a call, tap Add New button on the Call List screen.

On the New Call Interface:

• Delete Call: Remove the call you are currently adding.

• Add Another Call: Open a new entry field for multiple calls.

• Save All: Save all entered call records.

4.3 Delete a Call

To delete a specific call log, tap the Three- dot Menu → Select Delete.