A follow-up is a call the agent could not finish: a message for a clinician, a request it was not allowed to handle, a transfer that went unanswered, a caller who needs something only a person can do.
Front Desk → Follow-ups. It is the Calls list filtered to calls needing attention, with ownership on top.
Working the queue
Claim before you start, not after you finish. The whole point of the queue is that two people never call the same patient back, and that only works if claiming happens first.
Keeping it at zero
Follow-ups are the part of VoxHealth that silently fails if nobody owns it. A queue that ends the day at zero is a practice where the agent is genuinely absorbing work. A queue at forty is a practice where the agent is quietly generating a backlog.
Practices that keep it at zero do one of two things: assign the queue to a named person per shift, or review it at a fixed time, after the morning rush and before close.
The unclaimed count is on the Dashboard so you do not have to remember to look.
Repeat callers
The list flags a caller who has called several times. A repeat caller is usually someone who did not get what they needed the first time, worth opening before the rest of the queue.
- Calls: the full record behind each follow-up
- Call routing: fewer unanswered transfers means fewer follow-ups
