Calls have a status of Outstanding or Dealt With. This mostly applies to inbound calls where we are providing the customer with a service beyond taking the call itself. Examples of this could be to make a series of follow up calls to resolve a caller issue, or to send out an information pack or brochure. Once theses follow up activities have been actioned, the calls can be marked as dealt with, and removed from the New Call List.
Once removed from the New Call List, dealt with calls can still be located and viewed in the Search for Calls tab.
The statues "outstanding" and "dealt with" are tied in with the Workflow and Reporting modules. Workflow only apply to outstanding calls. The default reporting option is to report on outstanding calls only, however both outstanding and dealt with calls can be reported on together.
The new Calls Tab will show all calls that have not been marked as "Dealt With". Calls can be marked as Dealt With in two ways:
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Running a report which has the Report Option "Set to Dealt With", either manually, through the call manager, or via the scheduler. -
Manually Marking one or more calls as dealt with in the call manager
 New Calls List
List of outstanding calls are displayed in descending date order with the newest calls at the top of the list. Each call record is displayed with the session id of the call in square brackets followed by the number in which it appears in the list, the date and time the call is taken, and the agent that took the call.
The following codes also apply and will be displayed next to the record:
C = Collected (Alerter stopped)
F = Finished (Non-chargeable and finished calls will be colour coded white in the list)
Y = Chargeable
N = Non-Chargeable
The Order of the calls can be reversed so the oldest calls appear at the top of the list. Click on 'Reverse Order' button
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 View/Edit Call Details
When an individual call has been selected on the left, the detail on the right will change to display the Call History, at the top, and the call details in the main panel. The call history shows every report run that this call was included in and any edits and further actions added to the call.
When editing a record, should two people be working on the same record at the same time, CallScripter will only save the changes made by the person who has saved the changes first. A warning message will appear on the top of screen when the second user tries to save changes they have made, advising them that another user has updated the record and their changes have been lost.
The fields that have been completed in the script are displayed. These can be updated by over-typing the data or adding to the data and the click the save button.
Changing the 'Show all Fields' radio button to 'Yes' will display all fields within the script, even though the fields did not have data entered into them when running the script ion Agent Desktop. You are able to add data to these fields if you wish, and then click save.
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 Save Call ChangesOnce you have edited or added to the call details, you should save it. There are two save buttons, one at the top of the script field list and one at the bottom.
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 Further ActionsAdd further actions to the call. These will be logged in the call history.
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 Call DetailsClick to return to the Call Details (currently selected) page.
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 Set All to Dealt With/OutstandingClick to set all calls in the currently displayed list to Outstanding/Dealt with. (Button text changes depending on status)
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 Run Report on Calls
All reports associated with the script that generated the calls you are new viewing can be accessed from here. Note that the report options for "Dealt With", "Outstanding" or Both", will affect the calls that the report returns.
The alerter can be started / stopped at any time for the list of new calls. Simply click the 'Start Alerting' or 'Stop Alerting' button
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 Stop Alerting on ListThe alerter can be started / stopped at any time for the list of new calls. Simply click the 'Start Alerting' or 'Stop Alerting' button
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 Stop Alerting - This CallThe alerter can be started / stopped at any time for the list of new calls. Simply click the 'Start Alerting' or 'Stop Alerting' button
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 Set Call to Dealt With/OutstandingClick to set the CURRENTLY SELECTED CALL to Outstanding/Dealt with.
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 Call History
Gives a full call history for the currently selected call.
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 Call OrdersView any Orders associated with the call. This ties in with the Shopping Basket Control and Product Administration.
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 Script ReportsAccess reports relating to the currently selected script and see when they were last run.
Clicking Run will take you to the Report Runner and will launch the selected report. |
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