Mark missed calls as resolved, give each one an owner, and filter your call history so you only see the callbacks that are yours.
User level: Admin, Supervisor, Agent
When your team shares numbers or groups, missed calls pile up in one list. It's hard to tell which ones someone already handled and who should call back. Two tools in call history fix that:
Resolve marks a missed call as handled, so it drops out of the list of calls that still need a callback.
Assign gives a missed call an owner, so everyone knows who’s handling the callback.
Available in the CloudTalk Phone desktop app. Resolving and assigning missed calls isn't available in CloudTalk Go (mobile) yet.
Resolve a missed call
Resolve a missed call once it's been handled, for example after you called the person back from your mobile or they reached you another way.
From call history:
Open Call History in CloudTalk Phone.
Hover over the missed call.
Click the resolve icon (checkmark) in the actions that appear.
The call now shows a green checkmark, and the resolve icon disappears from its actions.
From call details: click the call to open its details, then click Resolve in the State section. The section then shows who resolved the call and when.
Changed your mind? Undo moves the call back to unresolved.
When calls are resolved automatically
Calling back resolves the call. When anyone on your team calls the person back from CloudTalk, the missed call is marked as resolved automatically. You don't need to do anything else.
Call flows can resolve calls too.
For how resolved and unresolved missed calls are counted in reports, see Missed Calls in Analytics.
Assign a missed call
Assigning a missed call makes one person responsible for the callback. You can take it yourself or hand it to a teammate.
You can only assign unresolved incoming missed calls. Resolved calls don't have the assign action. If you resolve a call that already has an owner, the owner stays on the call.
1. In Call History, hover over the missed call and click the assign icon. You can also open the call and click Change in the Assignment section.
2. In the Assign call panel, choose who should own the call:
Assign to me to take it yourself.
An agent from the list to hand it to a teammate. Use the search field to find someone in a long list.
The call now shows Assigned to and the owner's name in call history. In call details, the Assignment section shows the owner, who assigned the call, and when.
Each call is assigned separately. If the same person called several times, assigning one of their missed calls doesn't assign the others. Assign each call you want someone to own.
When someone assigns a call to you
When a missed call is assigned to you, a message appears in CloudTalk Phone telling you who assigned it, for example Emma Johnson was assigned to you by James Wilson. If the call isn't in your call history yet, the message reads A call was assigned to you by James Wilson instead. Assignment notifications are in the app only. They're not sent by email or to the mobile app.
Reassign or remove an assignment
Reassign: open the Assign call panel again and pick a different agent.
Remove the owner: open the Assign call panel and click Remove assignment. The button only appears on calls that already have an owner. The call goes back to the unassigned list, where anyone can pick it up.
Work your callbacks with filters
Click the filter icon in the top-right corner of Call History to narrow the list. These filters help with missed calls:
Filter | Shows |
Missed | All missed calls, resolved or not. |
Unresolved | Missed calls that still need a callback. |
Resolved | Missed calls that have been handled. |
Assigned to me | Calls you own. This is your callback list. |
Unassigned | Calls nobody owns yet. Anyone can claim one from here. |
A simple routine: start with Assigned to me and work through your callbacks. When that list is empty, switch to Unassigned and claim the next call with Assign to me.
Need help or have a question? Just reach out through our Support portal. We're here for you.