UPDATE ON 8/22/2023

Inbound

The category Inbound's aim is to assess whether the call was handled by a live, qualified employee or an interactive system.

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Helpful terms:

Qualified employee:

An Agent who can help a Customer with his or her inquiry. The qualified Agent may need to call back from time to time to give an answer or solution. It is still deemed Connected as long as the same Agent intends to return the call.

Interactive system:

These devices are frequently referred to as auto-attendants. These calls will sound like interactive recordings that ask questions or seek information, and the caller will be required to participate by making phone options in order to have their requests addressed.

Unqualified employee:

An employee who is unable to help the caller with his or her query. A caller may reach an untrained employee, but the call is not deemed connected unless the caller is linked to someone who can help him or her with the majority or all of his or her requests.

Handled by a qualified employee or interactive system

• Appointment Fix with Scheduler 
• ( plus no availability for new appointments)
• Reschedule
• Cancel appointment
• Confirming the time of the Appointment
• Service Requested not offered by the business ( keep in mind if the customer dials a wrong no or location then put it to option 3 and if dials a wrong department and the agent said to call back then they have option 8 )
• The appointment was Fix with the scheduler and the Customer needs to talk with the agent for more details calls ended on hold / reached voicemail / and left a message
• The caller asks for a specific employee and connected with him / and the agent said they call back / or the customer said they call back
• Reach specific Employees and they refer to someone else in a different location
• The same agent said to call back to give an answer or details
• Reach the sale department and Car is not available / sold / or the agent gives the details and promises a call back after checking the availability
• Calling for a status of a car and Scheduler or any other employee give the status of his/her car And the same agent said for a call back ( if call back from another employee then select option 7 )
• General Conversation
• Asking for business hours
• Asking for location or address / or email
• Handled By an Interactive System
• Appointment fix by an interactive System
• or Interactive system sends available timing to select from them

Not handled: call ended while on hold

• Employee transfer to another person and call end on hold
• Machine transfer to someone and Call ends on hold
• After greeting msg ringing / or starting music
• The call consists of music from start to finish
• The call was placed on hold by a live employee to transfer or ask for a hold and the customer was not on line when the employee returned or another employee answered

Not handled: nobody there, hung up during bridge, wrong number, spam

• The caller was not there when 1st employee answer the phone
• Wrong no
• dialed a number that are not completed
• Number no longer in service
• Return of missed call and the employee said wrong no ( sometimes these type of calls comes in a general conversation Handled so be careful at the time of listening)
• Hung up during bridge
• spam calls
• Unclear sounds

Not handled: Other

• Not handled by an interactive system
• Leave msg with an interactive system
• Perpetual ringing
• 1-time Ringing
• Ringing from start to end
• Hung up during after-hours greetings (after-hours greetings plus Bridge greetings that consist of hours of operations )

Not handled: left message on voicemail

• Reached voicemail or transferred to voicemail and left a message
• After-hours recordings with voicemail prompt and the customer left a message

Not handled: reached voicemail and did not leave a message

• Reach voicemail and did not leave a message
• Mailbox full
• The recording contains no words
• After-hours greetings with voicemail prompts and the customer didn't leave a message

Not handled: a live message left for a return call from another employee

• Leave a message with a live person to pass to another employee
• Call for a specific employee and department and scheduler took contact information to pass to them or scheduler said I will let them know

Not handled: live conversation but no live message left

• The caller did not connect to the intended individual or a qualified employee and ended the call without leaving a live message
• The employee was offered to leave a message but the customer declined
• Call for a specific person and before transferring to that person said Wait, I will call back
• The call reached the wrong employee or department, and the answering employee advises the caller to call back in order to be connected to the appropriate person or department.
• The call connection is lost

Unfamiliar Language

Choose this option if the call is in a language you are not knowledgeable about and are not qualified to examine.
This choice is not acceptable for calls with no spoken words.

Note Humanatic only offers 5 languages If calls are from any other languages from that 5 and you are familiar with that language then select Unfamiliar Language otherwise, they will ban your account