Three things to know.
Everything else stays out of the way until you ask for it.
01
Watch the calls
Every call in progress is in the list. A red status means it is urgent or nobody has picked it up.
02
See why a call went where it did
Click any call. You get the transcript as it happens, and “How it got here” shows the route and the caller's words that decided it.
03
Add a route
A route is “calls about X go to desk Y”. Add one and it shows up here, on the map, and in your desk list.
03
Your job: the Handoff Queue
When a call rings at your desk, a summary pops up. Answer, read it, do the checklist, then record what happened. You cannot change the assistant’s settings.
Calls happening now
6
4 with the assistant · 2 with a desk
Urgent or not picked up
2
1 urgent · 1 nobody answered
Waiting for a desk
4
Longest wait 03:34
Calls happening now
6
+65 •••• 8802
Medication/Handing over to Pharmacy
Urgent
02:11
+65 •••• 6620
Appointment/Appointments desk did not pick up
Not picked up
03:34
+65 •••• 7098
Medication/Ringing Pharmacy
Connecting
01:36
+65 •••• 3341
Appointment/Assistant is asking questions
In progress
00:47
+65 •••• 1190
Financial/Assistant is asking questions
In progress
00:22
+65 •••• 4417
Not yet known/Deciding: assistant or a person
Choosing
00:11
Desks
| Desk | On a call | Waiting |
|---|