A customer calls. The call queue rings for eight people, nobody answers. Afterwards the call is listed as missed for all eight – and everyone assumes someone else will handle it. In the end nobody calls back. Or two do.
This is not an exception. At one of our customers, up to 96 per cent of the rows in a call list came from hunt groups (measured on 1 September 2026): calls that had rung for several people.
The path of a missed call
- Missedrings for everyone in the call queue
- Openlisted for each person under "My open callbacks"
- I'll call backcolleagues see who is handling it
- Conversationonly then is the callback done
My open callbacks
In the Webex tile, everyone at the phone sees the missed calls of the last 14 days that have not been followed by a conversation – longest waiting first. If a colleague answered the call, it is not listed: the customer has been looked after.
- A callback is only done once someone has spoken. An attempt nobody answers counts as an attempt – not as a callback.
- Whoever calls back takes it over. One tap on the callback button is enough; colleagues immediately see who is handling it.
- A callback from the tile disappears from the list immediately – not only once the phone system delivers its data.
An outcome after every call
After hanging up there are four buttons: Done, Callback arranged, Passed on, Not responsible. One tap is enough – about 2.65 seconds according to the Keystroke-Level Model. It is voluntary: a figure produced under pressure describes the pressure, not the calls.
If the CRM is connected, the outcome is placed at the top of the note. And "Callback arranged" becomes a task in itself: the number stays among the open callbacks until the next conversation has taken place.
The evaluation – without names
The portal shows how the outcomes are distributed: by call queue, by department, by day. Never by person. A group only appears if at least three people contributed; smaller ones are combined under "Others". A row behind which a single person stands would be a performance evaluation – even without a name.
What Webex provides and what the module adds
| Webex Calling with Customer Assist | Call centre module | |
|---|---|---|
| Call distribution, queue callback, recording | yes, in Webex Calling | – |
| Live overview and agent status | yes, in the desktop client | – |
| Silent monitoring, whisper, barge-in | yes | – deliberately not |
| Caller from the CRM or ERP while ringing | opens a URL with the phone number | name, company and note back into the CRM |
| Open callbacks with take-over | – | yes |
| Outcome after the call | wrap-up reason | four buttons, note in the CRM |
| Evaluation without personal reference | – | groups of three or more |
Frequently asked questions
When is a callback considered done?
As soon as there has been a conversation with the number – no matter who had it or in which direction. A callback attempt nobody answers does not close it; it is shown as an attempt.
What happens if two colleagues want to call the same customer back?
Whoever taps "I'll call back" first, or calls back directly, takes it over. The colleagues then see "Max Colleague is calling back", and the callback no longer counts as open for them.
Can management see who tapped which outcomes?
No. The portal shows the distribution by call queue, department and day – without names and only for groups to which at least three people contributed. In the tile, everyone sees only their own figures.
Do I need Webex Customer Assist for this?
No. The call centre module needs Webex Calling and the Webex tile. Customer Assist adds other things – such as the live overview and silent monitoring – and can be used alongside it.