Where to find Next up
Open Workspace from the Work section of the side menu. On the left you see three parts: Now, Next up and Recent.
Now shows the call you are on and any chats waiting on you. Next up is your ranked list of what is due. Recent lists your last calls today, and marks any that were not called back.
Next up is part of the Workspace screen. If your side menu shows Inbox instead of Workspace, your workspace does not use this screen yet, and you can work from Tasks, Tickets and the Inbox instead.
Select Workspace at the top of the left side, or press Esc, to go back to the start screen with the dialpad, what is due and the queue.
What appears in the list
Callback: a call-back you or your team promised, due within the next hour or already late.
Missed call: a call to you, or a caller who gave up waiting in a queue, that nobody has returned yet. Only recent missed calls are shown (the last 4 hours unless your administrator changed it).
Ticket: a ticket assigned to you that is due within 2 hours or already overdue. Tickets waiting on the customer, with their SLA paused, are left out.
Deal · next step: a deal you own whose next step is due today or earlier.
Promise to pay: if your workspace uses collections, a payment promise on one of your accounts that is due today or was broken.
Follow-up: one of your tasks due today or overdue. My list shows how many records are left on your campaign call list.
Your administrator chooses which of these your team sees. Some items only appear if your workspace includes that feature, for example deals or collections.
How the list is ordered
The most urgent work is always at the top. First come call-backs due within 10 minutes, or already missed. Then anything overdue. Then missed calls and other call-backs. Then deals, tickets and promises that are due but not yet late, then the queue, then follow-ups, and last your campaign list.
Within the same level, your team’s setup decides which kind comes first. A support team sees call-backs, missed calls and tickets first. A sales team sees call-backs, the call list and deals first. A collections team sees promises to pay first.
Each item shows when it is due, for example overdue 2 d, due today or in 20 min. Overdue items are red and items due now are amber. The list shows up to 15 items at a time.
Act on an item
Select an item to open it. You see the customer on the right and what is due in the middle.
Select Call and the person’s name to phone them. The call is linked to the task, deal or ticket, so your wrap-up is recorded in the right place.
Select Open to go to the full ticket, deal or task.
For a missed call you no longer need to return, for example because you reached the customer another way, select Close.
Select Call next (or press N) to call the top item in the list straight away. You need a phone extension for this.
The start screen
Due for action shows how many items are overdue, due and new, with a Call next button for the top one.
Waiting in the queue shows callers and chats waiting for the next free agent. Select Take beside a chat or email to claim it for yourself.
Your numbers for today show calls, connected calls, talk minutes, and chats and emails handled.
Keeping the list up to date
Next up refreshes every minute and after every call, so finished work drops off on its own once you complete the wrap-up or the task.
To add contacts to your own list, open Contacts, tick the people you want to call and select Add to my list. They appear under My list in Next up.
A bar above your work may also show counts such as tickets past due, overdue tasks or customers waiting for your reply. Select a count to go to that work, or select the cross to hide it until something changes.
If something does not work
If an item you expect is missing, check its due time and who it is assigned to. Next up only shows your own work that is due soon. Ask your supervisor if it was assigned to someone else.
If Call next does not appear, your account may have no phone extension. Ask your administrator.
If the list looks out of date, wait a minute or reload the page.
If a problem continues, tell your supervisor or administrator. They can contact GoDesk support at help@godesk.co.ke.
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