Call Management

The Call Management process ensures that every call received from an end user is efficiently recorded, tracked, and resolved by an analyst. It also helps initiate an incident or service request (SR) when needed, maintaining a streamlined service delivery.

The Call Management process begins when an end user contacts the service desk, typically via a phone call. Upon receiving the call, the analyst logs it into the system, creating a Call Record that captures the details of the user's issue or enquiry. This record initially enters the "New" status. Based on the nature of the call, it can either remain an enquiry or be escalated into a Request by creating an Incident or Service Request (SR) from the Call Record.

Once the Incident or SR is created, the Call Record is automatically closed, streamlining the workflow and avoiding duplication. For enquiries that do not require further action, the analyst can manually progress the call through statuses such as In-Progress, On-Hold, and Closed. This structured approach ensures consistent tracking, faster resolution, and better user satisfaction while maintaining accurate documentation of user interactions.

Figure: Call Management Process Flow

About Configuration

To provide the Call Management module access to the Analysts on the Role Template page and create the call type on the Call Type page Admin must enable Workgroups for the Call Management. The selected Workgroups are displayed on the Call Record page while creating the new Call Record.

The End User can also log the Call Record as an enquiry by sending email, where the mail is parsed and a Record is created. The Administrators need to configure the Notification Parser for the Call Management module. For more information, refer Configuring Notification Parser in SummitAI Platform.

Let us see the actions carried out by Admins, End Users, Approvers, and Analysts in Call Management.