Call Dispositions (Activity Results)
The first thing to configure are Activity Results. In the Call Center these are used to disposition, or say what happened, on a call. We do provide default options, but feel free to add your own as well.
To set up Activity Results, hover your mouse over your username and Company ID in the upper right corner until you see a drop-down. Choose Admin.
From the Admin screen, look for the Company Setup box, and click on the Editable Drop Down Lists link
Once here, click on the blue icon to the right of the Activity Results drop down
This will open the list so you can add or inactivate results and configure whether they are applicable to a call in or a call out scenario. You can also add special call types.
There are a few different things to consider when setting up your Activity Results. First, is whether you made actual contact with the lead or customer. Things like Hang Up or No Answer indicate a non-contact scenario, as you didn’t speak with anyone, so you would not check off the box in the Contacted column. If you speak with them and disposition the call as Set Appointment, then contact was made. This data point is mostly used for reporting purposes.
Next, decide what Activity Results make sense regarding a Call In or Call Out situation. You wouldn’t need a disposition of Hang Up on a Call In, as they called you, so in that case you can just check the box in the Call Out column.
Call Types are for special situations, as they do a little bit more than just say what happened on the call. The 2 options are Call Back and DNC. Call Back is used to schedule a specific date and time to call again. When that date/time happens, this contact would come up to call over anyone else. DNC marks the contact as Do Not Call, so they won’t come up to call again.
Lastly, if you see some Activity Results that you don’t find applicable to your workflow, you can remove them by un-checking the box in the Active column. This will remove them from your list. Similarly, you can add new ones by clicking Add New Item.
Marketing Queue Rules
Marketing Queue Rules allow for the contact to be moved to different marketing queues based on events that take place outside of the Call Center, such as Appointment Results, Job Statuses, Inquiry Statuses, and Service Statuses.
Configuring Marketing Queue Rules is simple. Match the status or result to the Marketing Queue the contact should move to if it’s selected. For example, a Pending appointment result might move a contact to a Pending Confirmation marketing queue
The same setup applies for Inquiry Status, Job Status, and Service Status.
Calling Queue Automation
The last step is configuring your specific Activity Results for each Calling Queue. These are used for 2 reasons:
- You want to move the contact out of the current calling queue into a new one
- You want to override the frequency of the calling queue
When calling out of the Call Center, each contact will follow the pre-set frequencies of their calling queue if you don’t make contact. In other words, if you call out to a contact, and then disposition the call as No Answer, they will just come up to call again according to the frequency.
For situations where you do make contact, you probably want to either move them to a new queue, or perhaps even override the frequency.
To configure the Activity Results for a calling queue, head to Admin, then click on Calling Queue Setup
Click the edit pencil next to the queue you want to configure. Scroll to the bottom until you see Automation Rules. Click Add Activity Result. Choose the Activity Result from the first drop-down. Then choose the Marketing Queue you want to move it to from the next drop-down.
There may be a situation where you don’t make contact but still want to override the frequency. For example, if you call and disposition the call as Busy Signal you might want to override the frequency for 30 minutes so you can try again sooner than the preset frequency.
Choose the Activity Result from the first drop-down. Then choose Do Not Move from the next drop-down. Select the option from the Callback Override Rule drop-down, and then type in the number of days/hours/minutes you’d like.
Once all Activity Results are added, click Save at the bottom. Repeat this process for each Calling Queue. They should be mostly the same across the board, with a few variances depending on which queue you are configuring.