Processes
Manage and monitor inbound calls
How manage and monitor inbound calls are reshaped as AGI capability advances.
ProcessesManage and monitor inbound calls
Business-as-Code
Read as an executable program — the work decomposed into Code, Generative, Agentic, and Human.
Manage and monitor inbound calls sits inside a larger value-flow — 1 parent structure it composes into. The hierarchy is grounding, not the story: it tells you which aggregate exposure Manage and monitor inbound calls inherits.
Where Manage and monitor inbound calls sits
Part of
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How the work flows
Trigger: A passenger or potential customer dials the airline's customer service number seeking assistance with bookings, flight status, baggage, or other inquiries.
- Receive and queue inbound passenger calls
- Route calls via IVR to appropriate agent queues
- Authenticate passenger identity and retrieve booking records
- Resolve the customer inquiry or process the requested transaction
- Escalate unresolved or complex issues to specialized agents
- Document call outcomes in the customer relationship management system
- Review call data and recordings for quality and compliance
Outcome: The passenger's request is resolved, and the interaction is logged and evaluated for quality assurance.
Measured by
Average Handle TimeFirst Call Resolution RateCall Abandonment RateCustomer Satisfaction Score