Humanatic - Call Handled By

The purpose of the category Handled by is to determine who handled the call. The correct selection will be the name of the person who actually handled the call at the end of the conversation and based on the scenarios, go for the right option.

Call handler could be determined - Select the appropriate name:

• Select the appropriate name if you can determine the name of the receptionist or agent who handled the call at the end of the conversation.

Example:

Receptionist: "This is Jim."

Caller: "May I please speak with Christina?"

Receptionist: "Christina just came in -- here she is."

Christina then successfully helps the caller.

Christina, not Jim, would be the correct selection 

Example:

Agent: "Bright Smiles Dental, this is Crystal. How may I help you?"

Caller: "This is Bob Smith. I just wanted to confirm my appointment."

Agent: "We've got you scheduled at 2:00 PM today."

Caller thanks the agent, and the call ends.

Crystal is the correct selection.

• Select the appropriate name when a nickname or shortened version of the call handler's name is used.

Example: 

The name Elizabeth may appear in the list of names, but the caller or agent may have used the shortened version "Liz", similarly "Chris" for Christopher, etc

Neither agent nor caller say agent's name:

• Select this option if you cannot determine the name of the receptionist or agent who handled the call.
• 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 if the first name of the receptionist or agent can be determined, but there are two options listed with the same first name.
• Select this option of the name is duplicated in the options.
• Select this option if the call has no dialogue, such as a recording that plays but has no audio, fax machine sounds, hold music, perpetual ringing, etc.

Agent not on list:

• Select this option if the name of the receptionist or agent can be determined, but the name is not listed as an option.
• Select this option if there are no names listed.