The CRM Ticket Filters allow agents and admins to view tickets based on WhatsApp voice call & call type. These filters help prioritize tickets that involve calls, identify missed interactions, and monitor agent performance.
1. Channel Filter
A new Channel filter is available for WhatsApp voice calls.
Example:
WhatsApp Voice Calls +91 63663***** (BIK - Growth India)Selecting this filter displays tickets that have at least one WhatsApp voice call associated with the selected channel.
2. Call Type Filter
The Call Type filter allows filtering tickets based on the type and status of associated calls.
Incoming Calls
Ongoing: Tickets with at least one incoming call currently in progress.
Completed: Tickets with at least one incoming call that was successfully completed.
Missed: Tickets with at least one incoming call that was not answered by an agent.
Disconnected: Tickets with at least one incoming call that got disconnected due to an error or network issue.
Outgoing Calls
Ongoing: Tickets with at least one outgoing call currently in progress.
Completed: Tickets with at least one outgoing call that was successfully completed.
Disconnected: Tickets with at least one outgoing call that got disconnected due to an error or network issue.
Unanswered: Tickets with at least one outgoing call that was not answered by the customer.
Note: Applying a call type filter will display all tickets that have at least one call matching the selected type/status, regardless of the other calls associated with the ticket.
3. How to Apply Filters
Open the CRM Ticket List & Call Filters panel.
Select the WhatsApp voice call channel under the Channel filter.
Choose the appropriate Call Type filter (e.g., Incoming → Completed).
Optionally, apply additional filters:
Agent / Team
Date Range
Ticket Priority or Status
The filtered list displays tickets containing calls that match the selected filters.
4. Benefits of Using Filters
Quickly identify tickets that involved specific types of calls.
Prioritize tickets with missed or disconnected calls for follow-up.
Monitor agent performance and ticket handling based on call activity.
Reduce time spent manually checking each ticket for call interactions.
FAQs
1: Does the filter show individual calls or tickets?
The filter shows tickets. A ticket is displayed if it has any call matching the selected call type/status.
2: Can a ticket appear under multiple call type filters?
Yes. If a ticket has multiple calls of different types or statuses, it will appear in each relevant filter.
3: What is the difference between “Disconnected” and “Unanswered”?
Disconnected: Call ended unexpectedly due to an error or network issue.
Unanswered: Outgoing call was not answered by the customer.
4: Can I combine call type filters with agent or team filters?
Yes. Multiple filters can be applied together for precise ticket tracking.
5: How does the filter treat ongoing calls?
Tickets with currently ongoing calls will appear when the Ongoing filter is selected.
For further assistance or to raise feature requests related to Whatsapp Calling filters with BIK, please contact [email protected].