A contact-center workspace: missed calls and repeat requests
Missed calls got lost in the overall telephony statistics: an agent had no personal "who to call back" list, and a repeat request from an existing client could not be filed as a separate request — it was appended to the old card.
Call data sits in the boxed portal's internal Voximplant tables; an agent must see only their own calls; the button had to be embedded in the stock contact card without modifying the core.
- A grid of Voximplant missed calls by agent and period with stock Bitrix24 filters
- Call actions: call back, done, snooze, hand over to a colleague — with CSRF protection
- Contact search by phone, IIN and name, and creation if none is found
- A "Create new request" button on the contact card: a new lead dated today, flagged as a repeat request, with a contact permission check
- RU/KZ interface; an agent receives only their own calls — a request for someone else's id is narrowed to the agent's own and written to the security log
Each agent got their own list of missed calls with actions, and a client's repeat request is filed as a separate lead in one click from the contact card.
Related services and solutions
Bitrix24 D7: boxed development and stabilization
I work not only with interface settings, but at the level of the box, the code and internal APIs.
Business process automation
When employees transfer data manually, reconcile spreadsheets, lose requests or repeat the same actions — I turn the routine into code.