Call Type

Configuring call types in your call management system allows you to streamline operations, enhance customer service, and ensure efficient call handling by categorizing and routing calls according to predefined criteria. Administrators can configure Call Types for various departments within the organization, ensuring they are readily available when creating or updating a Call Record. By defining the nature of each call, businesses can tailor their responses to meet the unique needs of their callers. The Call Type function not only facilitates improved workflow management but also aids in collecting valuable data for performance analysis and strategic planning. Through its implementation, organizations can achieve greater precision in communication, leading to enhanced customer satisfaction and operational efficiency.

Let’s explore the following use case:

Configure Call Type

Call Types allow Analysts to create a Call Record as an Inquiry and log an Incident or Service Request directly from the Call Record. 

To configure Call Type, perform the following steps:

1. Navigate to Service Management > Design Studio > Module > Call.
   

2. Click Configurations > Master Configurations > Call Type.
   The Call Type List page is displayed.

   

   Figure: Call Type List Page
   

3. Click New to configure a new Call Type.
   The Call Type Details page is displayed.

   

   Figure: New Medium

   
   For more information, refer the following Field Description.

   Field	Description
   Tenant	Select Tenant from the dropdown menu for which you want to configure the Call Type.
   Call Type Name	Enter Call Type Name to determine the type as, Service Request, Incident, or Information
   Action	Select Action from the dropdown. Following options are listed: Incident Service Request Enquiry Click on the Info icon to view the Action field Tooltip. Figure: Action
   Sort Order	Enter Sort Order, based on the value the configured Call Type is listed on the List Page. Sort Order with highest value is displayed on top of the list.
   Default	Enable Default switch to make the Call Type a default selection in Call Module.
   Active	Enable Active switch to make the Call Type active and to use it within the application in Call Module.
   	Click Reset to revert to the default configuration page to configure values again.
   	Click Cancel to discard the configured details and return to the List page.
   	Click Save to add the configuration to the List page.