The Calls list

Selecting the Calls List

Select the Calls option From the Tool Bar, file menu or shortcut key Ctrl+1

You will now see the calls list. A call can be selected to view or edit by simply selecting Open Call form the tool strip menu or double click the Call in the list. 

Reassigning a Call

Highlight the call you wish to reassign and click on the ‘Reassign Call’ icon on the toolbar as above. There should now be a dropdown menu below the reassign icon, displaying all groups. When you hover a group you should then see all analysts associated with that group. As soon as you click on an analyst you will then be displayed with a confirmation question asking you ‘Are you are sure you wish to assign this call to this analyst’, click yes to this and the call will be reassigned.

Using the Groups and Analysts Dropdowns

The group and analyst dropdowns can be used to filter the calls list to show only call relating to that group or analyst. These lists also show the number of calls assigned to each group or user in brackets.

Using the Filter Box

When you enter text into the filter box, any fields that match it will cause the entire call to be shown. For this example I have entered ‘call’, which has been matched ‘CallHeading’ and ‘CallDesc’ on call. You will now see an additional set of buttons appear below customer toolbar. This toolbar has several buttons, which reflect the matches and can be used to filter the list even further.