Turn abandoned calls into a callback list
Every morning, WebRun signs into Genesys, reads yesterday's queue reporting for calls that were abandoned before an agent answered, opens a Trello callback card for each caller with the time, queue and wait length, and texts your supervisor through Twilio when the abandon rate went past your limit.
- No credit card
- Under $0.01 per run
- Cancel anytime
How do I follow up on calls that were abandoned in the queue?
WebRun signs into Genesys each morning and reads yesterday's queue reporting for calls abandoned before an agent answered. It opens a Trello callback card per caller with queue, time, and wait length, and texts your supervisor through Twilio only when the abandon rate went past your limit.
- Every caller who gave up gets a tracked callback card
- Callers who got through later are filtered out automatically
- Supervisors hear about abandon spikes the next morning
Built for contact centre managers · customer service teams · support supervisors · inbound sales teams
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
login.mypurecloud.comin a real browser with your saved login - no setup, no API keys. -
1
Genesys - pull yesterday's abandoned calls
genesys.com
WebRun opens Genesys to pull yesterday's abandoned calls. - Sign into Genesys and open yesterday's queue reporting
- List calls that ended before an agent answered, with the caller number, queue, time of day, and how long they waited
- Work out the abandon rate per queue and compare it with the same weekday last week
- Skip callers who reached an agent later the same day
Done when Every genuinely abandoned call is listed and the abandon rate per queue is known.
-
2
Trello - open a callback card per caller
trello.com How to Automate Trello
WebRun opens Trello to open a callback card per caller. - Open your callbacks board
- Create a card per abandoned caller with the number, queue, time of day, and wait length
- Put callers who waited longest at the top of the list
- Close cards from earlier days that have since been answered
Done when Every abandoned caller has a card waiting for an agent to pick up.
-
3
Twilio - text the supervisor if the rate spikes
twilio.com How to Automate Twilio
WebRun opens Twilio to text the supervisor if the rate spikes. - Open Twilio and write a short text with yesterday's abandon rate per queue and the busiest hour
- Send it only to the supervisor number saved in your settings, and only when the rate went past your limit
- Never call or text the abandoned caller. Callbacks are made by an agent from the Trello card
Done when The supervisor has been texted, or the rate stayed inside the limit and nothing was sent.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Does it call the customers back?
No. WebRun never dials or texts an abandoned caller. It builds the callback card with the number, wait time, and queue, and a human agent makes the call.
Will it card someone who already got through?
No. Callers who reached an agent later the same day are dropped before the cards are made, so the board only holds people who never got an answer.
When does the supervisor get a text?
Only when yesterday's abandon rate went past the limit you set. On a normal day the callback cards appear in Trello and no text is sent at all.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.