In the answer groups, there is a feature called To do. This is where all matters that agents need to follow up on are collected, for example missed calls, voicemails, and manual callback requests. Here is how to find the settings and use the feature.

Find the settings for To do

1. Click the gear icon for settings.
2. Select Organization settings.
3. Click Phone system.
4. Open Answer groups.
5. Choose the answer group you want to edit. You are now in the settings for that answer group.

Scroll down until you reach the View section. Here you will find the settings for To do.

What appears in the To-do list

The To-do list displays the following types of matters:

• The most recent manual callback requests (if enabled).
• The most recent voicemails.
• The most recent missed calls.
• The most recent bounced calls.

You can enable or disable these options depending on what you want to display in the answer group.

Visual To-do counter

In the main tab (Call Center icon), a visual counter can appear to clearly indicate when something new has been added to the To-do list. You can choose the following options:

• Show a red counter for the number of items in the To-do list.
• Show a grey counter for supervisors.
• Show a grey counter for logged-out agents.

All three counters are enabled by default and can be disabled.

Example

When a new missed call is registered, a red one appears in the main tab. When you open the main tab and view the list of answer groups, a red icon is shown next to the group where the matter exists.

Follow up on matters

1. Click the answer group.
2. Expand the To do section.
3. Select the matter you want to handle.
4. Click to check off the matter once you have followed up on it.

When a matter is checked off, it is marked as followed up. This means that:

• It is no longer counted as missed in the statistics.
• It is clear which matters still need action.

This applies to all types of matters

• Missed calls
• Voicemails
• Manual callback requests

All behave the same way in the To-do list.