Support agent confirmation call flow

support agent confirmation call flow

→ allow an agent receiving a call to accept or refuse it on voxbi; refused calls redirect to the next available agent

what changes

Agents will have the option to accept or refuse incoming calls directly within voxbi. If an agent refuses a call, the system will automatically redirect the call to the next available agent to ensure continuous coverage.
This feature will be implemented across desktop clients, mobile clients, and the cockpit interface to maintain consistency and accessibility.

benefits

  • reduces missed calls by enabling agent choice
  • improves call distribution efficiency
  • minimizes customer wait time
  • enhances agent control over call handling

use cases

  • agents managing high call volumes can refuse overflow calls
  • supervisors monitoring call flow in the cockpit
  • mobile agents accepting calls on the go
  • desktop users handling calls with full interface controls

how it works

  1. An incoming call triggers a notification on the agent’s voxbi client.
  1. The agent chooses to accept or refuse the call.
  1. If refused, voxbi automatically redirects the call to the next available agent.
  1. The call continues until accepted or no agents are available.
▸ ensure agents are trained on the new accept/refuse controls to avoid call handling delays