Call Screen Handling is for the person who answers before your contact does. A
receptionist, an assistant, whoever screens the call. Without this skill an agent
tends to deliver its pitch to the screener, which wastes the call.
Set it up
On the agent’s Basic Information tab, click Call Screen Handling under
Choose Skills. Two fields, both required.
Reason for the call is what gets shared with whoever is screening. The agent uses
it to explain itself and justify being put through, so write something a receptionist
would accept.
What to do if the right person isn’t available? is the fallback.
How it behaves
The agent only uses this handling if it actually identifies a screener, and only at
the start of the call. It will not run twice on the same call, and if nobody is
screening, the conversation proceeds normally.
There is one behaviour worth knowing that is not configurable. If the agent learns the
contact is not reachable on this number at all, for example it is simply the wrong
number, it politely ends the call regardless of which fallback you chose.
A vague reason is what makes screeners say no. “Following up on the quarterly
restock order they requested” gets further than “a business matter”.
Where to go next
