In the call details section of the inbox, there are several valuable attributes that currently are not accessible through the rules engine in the Workflow builder.
It would be highly beneficial to enable the creation of rules within the Workflow builder that can automatically handle conversations based on specific call details. For example, if a customer calls into our team and hangs up before an agent answers (within 20 seconds or less), it would be ideal to have the option to create rules that systematically close these conversations without them appearing in our inbox.
Desired Attributes for Rules:
- Call Duration: Ability to set a rule based on the time a call was active before being disconnected (e.g., calls abandoned in 20 seconds or less).
- Call Status: Integration of call status attributes to determine whether a call was answered, missed, or abandoned.
- Automated Actions: Option to define automated actions such as closing conversations, tagging them for follow-up, or moving them to a specific category.
