Call Results are the result of a call that has been made by an agent. Once it is defined, it can be used by an agent if it is associated with a campaign (see Campaigns: Campaigns). Existing call results can be searched by Code or Description or edited by selecting the Edit ICON. From this tab, users may also add new call results by selecting + add call result.
When the Edit ICON is selected, the following screen will appear, separated into two sections; General Settings and Call Result:
Fields defined under General Settings include:
Call Result Code: User defined code which should be meaningful to agents
Call Result Description Complete description of the Call Result Code
Enabled If checked, Call Result has been enabled
Status Select from Person, No Answer, Busy, Operator Intercept, Drop/Hang up, Answer Machine, Fax/Modem
Is this result Final If checked, Call result is Final.
(Accounts marked "Final" will not be called again until the contact list is reloaded)
Do Not Call If checked, will be added to the Do Not Call list
Recall Additional call attempt will be made again
Roll to another campaign Record will be moved to another campaign
Fields defined under Call Result include:
No Contact: If checked, the person was not contacted
Contact: If checked, the right person was contacted
Presentation: If checked, a presentation was given during the call
Success: If checked, revenue was captured on the call. Agent can populate the revenue amount.
Require agents to enter revenue amount > 0.00 If checked, agents are required to enter the revenue amount.
It is important that this data is accurately captured as the results drive agent performance, campaign performance, reporting, Dashboard results, etc.
To Add a New Call Result, select + add Call Result.
Call Results by Campaign Call Results by Campaign provides a view of all results by Campaign; it includes all defined Result Codes defined. An example of the report is below. Call Results by Agents As with Call Results by Campaign, this provides a ...
The Call Results Report can be used to manage performance across lists, agents, campaigns, result codes and termination events. The report can be selected by date range, for all agents or a specific agent, all campaigns or a specific campaign, a ...
The Minutes Usage Report provides a summary and detail of all calls and billable minutes. Summary information includes total calls and billable time for the selected period. The report can be selected by date range, Account ID, ANI, phone, all ...
What is a Preview Campaign A Preview Campaign is an outbound campaign that automatically presents agents with a record from a contact list, and allows them to review account details prior to placing the call. After being presented with the call, ...