Work with grouped call threads (by phone number)

Purpose: Handle multiple interactions from the same person as a single workflow. 

 Steps 

 

 

 Calls are grouped by the caller’s phone number in the table. All entries inside a group typically belong to the same patient or task. 

 

 

 Start with the oldest unresolved row in a group and work upward. 

 

 

 Use Primary Reason and Duration to triage; brief failed attempts (e.g., 00:04 ) may indicate a callback is needed. 

 

 

 Tip and good practice 

 When you complete a task for a group, move/assign the open item to the right owner and update disposition (per your clinic process).