Multi Campaign Disposition (MCD)

The Multi-Campaign Disposition (MCD) widget allows agents to cross-sell when on a call with a customer. This widget is active for Inbound, Outbound, and Manual Outbound calls.

Agents can see the MCD widget in the layout that displays the campaign information from Campaign Manager. When the widget populates records from multiple campaigns, agents can select the customer record from a different campaign, look at the customer details and set a disposition, if required.

Note:

The MCD widget can be used only in conjunction with the standalone widgets. Based on the record selected in the MCD widget, the softphone widgets do not change the data. Softphone widgets always display only the active call data.

The Agent can access the MCD widget in the following ways:

• From the MCD widget in the layout.

• By clicking the MCD label from any of these widgets: Active Campaign, Disposition, Customer Profile, and Customer Journey.

The MCD widget can be used to manually search a contact when the agent is in a Non routable state or during an active call. When the agent in ‘Available/Ready for Outbound’ state, the MCD widget is not accessible.

Search Options

The agent can perform a manual search for any phone number or unique identifier (Unique Mandatory Business Field) or combination of both.

Note:

If the Unique Identifier field is Null, the search results are populated with matching phone number only.

Once the search results are displayed, the agent can search for results using these fields - Campaign, ContactID, CallType, AgentID, Mode, Phone No, and Last Outcome.

The result pane displays the following information relating to the current contact found in other campaigns:

• Campaign Name - The campaign name that has this contact.

• Contact ID - The contact ID for the contact in the listed campaign.

• Call Type - The call type - Regular, PCB, NCB, and AEM.

• Agent ID – Agent ID/Name if the Call type is PCB or AEM, Callback if the Call type is Normal Callback, and blank if the Call type is Regular.

• Mode - The mode to which the phone number is mapped.

• Phone No - The phone number that is listed.

• Last Outcome - The last outcome set by the agent for the listed Interaction.

The agent can select any record from the MCD widget. The details for the selected contact are reflected in the Active Campaign, Disposition, Customer Profile, and Customer Journey widgets.

The agent can click the Active option in the call type to return to the original call data.

The agent can also click on the MCD button on top right corner of the widget headers to access the MCD widget. When clicked, the MCD widget opens as a modal overlay in the same tab (even though MCD is placed in a different tab). On selecting a campaign and closing the window, the selected campaign details are reflected in the other widgets.

The MCD parent widget and popup are always in sync. When the agent selects a different campaign in MCD widget, the data in these widgets change to the new campaign - Active Campaign, Disposition/Outcome, Customer Profile and Customer Journey widgets.

The Active Campaign widget changes its header to Other Campaign when the details are displayed from MCD.

Inbound

When an Inbound Call reaches an agent, the MCD widget automatically populates details based on phone number. The agent can also perform a manual search for any phone number or unique identifier (Unique Mandatory Business Field). Once the agent selects a campaign record in the MCD widget, the details in the Active Campaign, Disposition, Customer Profile, and Customer Journey widgets are populated.

Outbound

When an Outbound Call reaches an agent, the MCD widget automatically populates details based on the phone number. The agent can also perform a manual search for any phone number or unique identifier (Unique Mandatory Business Field). Once the agent selects a campaign record in the MCD widget, the details in the Active Campaign, Disposition, Customer Profile, and Customer Journey widgets are populated.

If there are any related outbound campaigns listed, the agent can set the disposition for these campaigns too. This helps Acqueon Dialer avoid making  a separate outbound call to the customer from the specific campaigns as the contact gets closed.

To set the outcome for the active call (current call), the agent can toggle to the Active tab on the Disposition widget.

Manual Outbound

When a manual Outbound call is made by an agent, the MCD widget automatically populates details based on the phone number. The agent can also perform a manual search for any phone number or unique identifier (Unique Mandatory Business Field). Once the agent selects a campaign record in the MCD widget, the details in the Active Campaign, Disposition, Customer Profile, and Customer Journey widgets are populated.