Listen to the voicemails left by customers to make sure that action items which need attention are handled by your team
Customers are able to leave voicemails when calling into Regal by pressing 2. Customers are able to leave voicemails both inside of business hours if no agent is available to take their inbound call and outside of business hours.
After a customer leaves a voicemail, Regal will create a task for the voicemail. That task is able to be routed using a dedicated Voicemail set of Routing Rules available in Settings. Agents are able to listen to voicemails and view voicemail transcripts in the Activity Feed after they're assigned a Voicemail task.
Managers are able to listen to voicemails and view their transcripts on the Recordings page. Voicemail recordings will also be available on the Past Tasks page once a task has been completed.
If you're going to listen to voicemails frequently, create a Saved View to save time!
|Voicemails on the Recordings & Transcripts page