Purpose and features
In campaigns, when customer representatives do not fill in their scripters, or when scripters are accidentally closed, finish codes are not entered for such calls. With this new improvement, it is now possible to manage missing finish codes specifically for predictive campaigns. By selecting the option to set finish code later for a predictive campaign in campaign settings, agents are given the opportunity to enter finish codes again for a given period of time.
The agent can listen to the voice recording.
After the agent clicks the "Add Finish Code" button, the attached scripter in the campaign opens.
Variables related to the call are displayed in the scripter.
A contact notification is triggered for completed contacts.
Completed contacts are removed from the table.
If an appointment result code is entered, a call is scheduled at the set time.
If a finish code is set by the API, when trying to add a finish code to the record in the table, the system gives an error and removes the record from the list.
The final entry time is displayed in the table.
Benefits
The management of missing finish codes provides the following benefits to operations:
1. Enabling agents to enter finish codes again.
2. Simplifying the tracking of remaining campaign data.
3. Ensuring the closure of contacts with missing finish codes and triggering the contact completed notifications.
Instructions
Go to the System Administrator > Call > Campaigns module.
Navigate to the settings of a campaign for which you want to manage missing finish codes and is of the Predictive type.
Go to the Finish Codes section. Here, you will find the settings for managing missing finish codes.
The missing finish code options determine how the campaign behaves when there are missing finish codes. With the "Keep agent_answered as the finish code" option, the campaign logic continues as it used to be. With the "Set finish code later" option, agents are allowed to enter the finish code again during the specified time limit for entry timeout. The entry timeout is the period during which a missing finish code must be entered for a call and can be set between 30 and 240 minutes.
When "Set finish code later" is selected, under Agent Screen > Call > Previous Calls tab, you will see a new table called "Missing Finish Codes."
Calls with missing finish codes are listed in this table. Agents can also listen to call recordings associated with calls in this section.
Clicking the "Add Finish Code" button opens the scripter. It is possible to fill in the scripter and define the finish code here.
Records with finish codes entered or whose time limit has expired can be removed from the list by clicking the "Refresh" button.
We wish your operation benefits from this new release and look forward to hearing your feedback!