What Is This?
This is your Command Center for customer engagement at Launch Family Entertainment Center. Track inbound calls, manage outbound campaigns, and ensure every customer gets the attention they deserve.
"Every call is a potential party booking."
How It Works
Inbound Calls
Customer calls come in, we track missed calls and voicemails
Outbound Campaigns
Import contact lists, track call attempts
Staff Action
Work the queue, close out completed tasks
Every Call Tracked
All activity logged automatically
GM Overview
Daily snapshot of call activity for managers.
- Incoming & outgoing call counts with total minutes
- Needs Callback count (rolling 3 days from today)
- Hourly activity breakdown (9am-8pm)
- Peak hour identification
- Single date picker - view any day's activity
Action Center
Staff work queue for managing customer follow-ups and campaigns.
- Campaigns Tab - Work through imported contact lists
- Missed/VM Tab - Follow up on missed calls and voicemails
- Track call attempts automatically from RingCentral logs
- Progress shows "X of 3" attempts with connected status
- Filter by campaign, status, priority, and due date
- Close out actions when complete or no longer needed
Call History
View every individual call to and from Launch Warwick.
- Every call as its own row - the most granular view
- Filter by type: Voicemail, Missed, Outgoing, Accepted, Needs Followup
- ⚠️ icon shows contacts who haven't been successfully reached
- Click any row to see full contact history for that number
- View voicemail transcripts and call summaries inline
⚠️ Understanding "Needs Followup"
The ⚠️ warning icon appears when a customer hasn't been successfully reached after a missed call.
How It Works
The system compares the last missed call (or voicemail) with the last successful conversation:
What Counts as "Connected"?
- Inbound Accepted - We answered their call
- Outbound "Call connected" - They answered OR we left them a voicemail
- Hang Up - We called, no answer, hung up
- No Answer - Rang but nobody picked up
- Busy - Line was busy
- Call Failed - Technical issue
💡 Leaving a voicemail: When you call out and leave a voicemail for the customer, RingCentral records it as "Call connected" (because the call connected to their voicemail system). This clears the warning since you've made contact.
Example Scenarios
- Missed call at 3:44 PM
- Called back → "Hang Up" (6s)
- Didn't reach them
- Missed call at 3:44 PM
- Called back → "Call connected" (2m)
- Had conversation
- Missed call at 3:44 PM
- Called back → "Call connected" (45s)
- Left them a message