Humanatic - Live Conversation Inbound

The purpose of the category Live Conversation - Inbound is to determine if the caller was  connected to a qualified employee.

Inbound category is the gateway to unlock other categories. If you open an account, they you will be provided with Inbound and outbound category. So unless you are fast, you will not get any calls. But at the same time you will have to be smart enough to tag the calls. I would suggest to take sometime for the first 15 to 20 calls. To be more precised, get to know the possibilities of various cases. Then you will start to play with it.

You will have to keep in mind that if the call was handled by a receptionist it is not always connected. To will have to listen to the conversation further.
My way of reviewing this category is ..

Listen to the first few seconds of the call and then the last few seconds of the call. Incase if you have any doubts, you can listen to the entire conversation. You can also identify if the call was handled by some other employee by recognising their voice.

What should considered as a qualified employee?

Qualified employee: An employee that is able to assist a caller with his or her inquiry. The qualified employee may at times need to call back in order to provide an answer or solution. As long as the same employee is the one intending to return the call, it is still considered connected.

Unqualified employee: An employee that is not able to assist the caller with his / her enquiry.A caller may reach an unqualified employee and hold a conversation, but it is not considered a connected call unless the caller is connected to someone who can assist him / her with their enquiry.

Tags provided in the inbound category:

Yes: handled by qualified employee

• Caller is connected to a qualified employeewho is able to help the caller with their enquiry

• Caller asks for a specific employee who is not available, but receptionist or another qualified employee handles the call

• Caller is only asking for business hours, receives that information, and does not need to reach another employee or department

• Caller returned a missed call and the employee informed him or her that the original caller dialed an incorrect phone number

• Caller returned a missed call, employee identified who called, but the caller was not interested in being connected to that employee

No: left live or voicemail message:

• Caller left a live, verbal message with an unqualified employee for another employee.

• Caller reached voicemail and left a message

No: no message left:

• Caller did not leave a live or voicemail message.

• Caller declined to be transferred to voicemail.

• Caller returned a missed call and was unable to reach the employee who originally called.

No: left on hold or connection was lost:

• Caller is transferred from a person or business greeting and left on hold.

What is a business Greeting?

A business greeting is a recorded message that provides information to the caller, such as business hours, the office being closed, or all lines being busy at that time

• Caller is placed on hold but they are no longer there when the employee returns or when another employee retrieves the call.

• Call connection is lost during conversation.

• Call consisted of music from start to finish.

No: Wrong number:

• Caller dialed the wrong number.

No: junk call:

• Employee answered the call but the caller is not there.

• Call consisted of perpetual ringing from start to finish.

• Caller hung up during an after hours greeting or other business recording.

• Caller hung up during the bridge greeting.

What is a Bridge Greeting?

A bridge greeting is a recorded message that answers the phone and offers a menu such as "For sales press 1, for service press 2, for parts press 3"

• Audio only consists of dial tone, fax machine, or other sounds.

• Audio is unclear because it is a garbled or distorted recording.

• Audio consists of two or more overlapping recordings.

• Call is only a few seconds in length and contains no clear audio or conversation.@