Record every incoming and outgoing call and convert them into tickets. Add follow up calls about the same issue to existing tickets.
Agents can now easily add several ongoing calls to the same support ticket. During an ongoing call, view recent tickets to see past conversations. Along with ticket details, you will be able to see ticket information pop-up in the phone widget. Clicking and saving this pop-up will add your ongoing call to the ticket. Once the call is over, you can add call notes and save it to an existing ticket.
Agents can transfer calls (warm & blind) to other agents and the new agent can add the ongoing call to a ticket along with adding notes.
Train your agents to be more efficient and productive, and maintain support quality