We have introduced a new enhancement under LightSpeed that improves visibility and tracking of customer calls. With this update, the agent who received the customer’s call will now be automatically mapped in the Call Log section.
This ensures better accountability, faster issue resolution, and a clear record of agent-customer interactions.
Use Case: The Call Log will now automatically display the agent who received the call, making it easy for supervisors and managers to identify which agent interacted with the customer. This enhancement improves tracking of conversations, follow-ups, and overall performance monitoring.
To View the Enhancement:
- Navigate to the Settings
- Click on Integrations
When any client calls on a number assigned to multiple agents (for example, Agents with IDs 101 and 102), the call will ring for both agents.
Now, a call comes in to both agents with IDs 101 and 102
Agent with ID 101 receives the call
To verify this:
- Click on the Call Log to view the Call History.
- The name of the agent who addressed the call will be mapped in the call history, along with details such as date, time, direction, duration, and status.
