Data sets are a means of grouping outbound call list records together and applying rules to sets of records which denote when they will (or will not) be called. The manage data sets option is available from the main outbound manager menu, and from the call list menu. Call list records can either be assigned to a dataset through the outbound manager, or when importing records using an import template.
Examples of when data sets may be used include:
Manage contact lists where the recipient is in a different time zone from the agent.
Making business to business calls within office hour, excluding Saturdays and Sundays.
Making business to consumer calls outside of office hours, or only on weekends.
Note: This feature is only available in CallScripter v4.5.17 and later.
Manage Data Set
Use this option to manually add or update a data set. Note that if you specify a data set column when importing Call List data, data sets will be created automatically. Data Set Names are case sensitive, for example, if you create a data set called "UK" and import records with the dataset "uk", a new dataset will be created for the records associated with "uk".
Data Sets supports calling multiple time zone customers from call centre(s) in one time zone only. It does not support call centres across multiple time zones. The call time calculation runs on: Requested Call Time (server time zone) + Data Set time zone. There is no accounting for the agents time zone settings.
Add a Data Set
Select New Record to add a data set. Give the data set a name and select the time zone that relates to any records that will be assigned to the data set:
Update Data Set
Select Update Record to display a list of existing data sets. Choose the appropriate record, change the name, time zone or delete the data set as required:
To restrict records to user groups, the data set can be assigned to user groups. In this way, you can assign your users to a group working, for example, Australian hours, and create a data set to manage call list entries where the recipient should only be called during Australian hours.
