Humanatic - Handled by (Voice Recognition)

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 program and wanted to ask about it. "Receptionist: "Christina just came in -- here she is. "Christina successfully helps the caller and gets his credit card information. Select Christina, not Jim.

Example call 2 – “Bright Smiles Dental, this is Crystal. How may I help you? “If Crystal handles the caller’s question, and the call ends. Select Crystal.

Example call 3 – “Feel Better Chiropractic, this is Jeanie. How may I direct your call? Caller: Need to speak with Pat please.” Call is transferred to Pat. Pat helps the caller with their inquiry, and the call ends. Select Pat.

Example call 4 –Receptionist: “This is Julie, how can I help you? “Caller: “I was calling to speak with the doctor. “Receptionist: “Let me transfer you. “The call is transferred and reaches voicemail or is left on hold through the end. Select Julie.

Agent doesn’t say name:

·         Select this option if you ARE NOT able to determine the name of the receptionist or agent who handled the call.

Example call –Receptionist or agent: “Paradise Plumbing, how may I help you? “Receptionist or agent handles the call but never shares his/her name.

·         Select this option if the receptionist or agent shares his or her name, but it is completely unclear what was said because it was spoken too quickly or it was too hard to understand.

·         Select this option when the receptionist or agent shares his or her first name only, but there are two agents listed with the same first name.

·         Select this option if the call is junk – such as a recording that plays but has no audio, fax machine sounds, hold music, or just ringing.

Agent not on list:

·         Select this option if the receptionist or agent shares his or her name, but the name is not listed.