Reclassify abandon calls

[monicajones]

At the end of the day we have someone go through any abandon calls and reclassify them as to who answered and the reason that customer called. We try to keep out abandon call number as low as possible. But if someone hangs up before it rings in or the call is dropped we don't assign it to anyone, leaving calls in the abandon category. Is there a way to set up a "who answer the call" category for dropped calls, after hours, and hang ups? We don't want to put under some ones name if no one answered it and their call count not be right but still get it out of abandon calls?

[aubreb · Accepted solution]

Here are some resources that should answer that question for you. 

https://help.servicetitan.com/how-to/how-st-classifies-calls

https://help.servicetitan.com/how-to/call-reasons

https://help.servicetitan.com/how-to/edit-calls

It looks like this is it in regards to functionality for call classifications now, but I hope these are helpful to you!

[sonjasimet]

I find that the person who is taking the calls may not be best one to reclassify the calls also 

[JessicaSmith]

Agreed- ideally a supervisor or manager would do it, but if not I'd at least have them reclassify each other's calls, not their own!

[JessicaSmith · Accepted solution]

I set up a couple of fake office users for various classifications- Voicemail, Answering Service, etc. I consider a hang up abandoned, even if it didn't ring long. But if you truly don't want anything in Abandoned, you could make a fake office user for that too!

[aubreb · Accepted solution]

Here are some resources that should answer that question for you. 

https://help.servicetitan.com/how-to/how-st-classifies-calls

https://help.servicetitan.com/how-to/call-reasons

https://help.servicetitan.com/how-to/edit-calls

It looks like this is it in regards to functionality for call classifications now, but I hope these are helpful to you!