The purpose of the category Handled by is to determine who handled an incoming call at the end of the conversation. It may very well be the agent or person who answered the phone. However, often the call is transferred to another agent. We have to find who handled the call at the end of the conversation. Comment below if I missed anything / to add some points. Here are the options: Handled by – Call handler could be determined – Select the appropriate name: · Select this option if you are able to determine the name of the receptionist or agent who handled the call. This does not necessarily mean it will be the first person who answered the call. You want to find the name of the person who handled the call. Example call 1 – Receptionist: "This is Jim. “Caller: "May I please speak with Christina? “Receptionist: "She's not in, but I can help you. “Caller: "Ok, I received a promotional package about your call review pr
All about anything. I would like to share anything that may be useful or helpful