Eliminate Redundant Notifications: Tag Queue Calls Solely as "Voicemail" When Messages are Left
This proposal aims to streamline our team's workflow by updating the call queue notification logic to eliminate redundant emails. Currently, when a caller leaves a voicemail, the system generates two separate alerts for the single event—one tagging it as a "Missed Call" and another as a "Voicemail"—which causes inbox clutter and leads to multiple agents accidentally triaging the same customer interaction. We propose implementing a conditional rule where the final state of the call determines the notification; if a caller leaves a message, the system should strictly tag and email it as a "Voicemail," automatically suppressing the "Missed Call" alert. This simple adjustment will reduce notification fatigue, eliminate double-handling, and ensure true missed calls without messages are prioritized for faster callbacks.
Miguel
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