Describe the routes
Define working hours, time zone, operator group and call order. For each queue outcome, define the next action: another group, message, or callback task. Don't leave the customer waiting endlessly without a clear result.
Continue with: Facebook and Instagram leads: assess quality, not just cost.
Test failure scenarios
Check busy number, disabled app, no answer and non-working hours. Also test forwarding and calling back the same customer. Verify that the operator sees the correct number and context and that CRM receives the final status. The test should cover the actual route, not just an internal test of the service.
Continue with: Website monitoring: why HTTP 200 is not enough.
Assign callback ownership
For a missed call, the owner, the response time and the result of the callback are required. In the report, separate missed, repeated and already processed calls. If a notification arrives in a public chat without someone in charge, it is easy to go without action. After changing the schedule or the composition of the team, repeat the control set of calls.
Continue with: UniTalk and CRM: verify the complete call lifecycle.
Do all missed calls mean lost customers?
No, some requests are processed again. It's important to see the finished result and response time, not just the initial status.