Outbound

Outcome

The Disposition widget lets the agent select the telephony and business outcomes for a call.

• Call Outcome: Select the call or telephony outcome from the drop-down list.

• Parent Business Outcome: Select parent business outcome for this call.

• Business Outcome: Select business outcome for this call. The options in the drop-down menu do not depend on the selected Call outcome.

Note:

The above three fields, Call/Telephony outcome, Parent Business Outcome and Child Business outcome displays the values based on the configurations done in AEC.

The values are displayed as per the below configurations in AEC:

The disposition widget behaves dynamically based on the configurations and the inputs selected by the user.

• If all 3 fields – telephony outcome, parent business outcome, and child business outcome have one or more values in the drop-down list, then all fields display ‘None’ as default. As a minimum, the user should select either telephony outcome or a child business outcome to submit the disposition. If not, the system does not allow the user to submit the data.

• If all 3 fields are not configured with any values, all fields display ‘None’ as default and fields are in disabled state. The agent will not be able to submit the outcome.

• If only telephony outcomes are configured and the business outcomes are empty:

  • If there is only one telephony outcome configured, the value is pre-populated in the drop down.

  • If there are more than one telephony outcomes configured, by default ‘None’ will be displayed, and the user has to select the option.

• If both telephony and parent business outcomes are empty:

  • If there is only one child business outcome configured, the value is pre-populated in the drop down.

  • If there are more than one child business outcome configured, by default ‘None’ will be displayed, and the user has to select the option.

• If telephony outcome is empty and parent business outcome has only one value configured:

  • If there is only one child business outcome configured, the parent business outcome and child business outcome is pre-populated.

  • If there is more than one child business outcome configured, the parent business outcome is pre-populated and the child business outcome displays ‘None’. The user should select the required child business outcome.

• If telephony outcome is empty and parent business outcome has more than one value configured, the user has to select the parent business outcome. By default, the drop-down displays ‘None’.

  • Child business outcome will show as None.

  • The user can select the child business outcome without selecting the parent business outcome. If the user does not select the parent business outcome, child outcome will show all values.

• If the call outcome is selected as Callback, the following fields are displayed as per options enabled in Acqueon Campaigns configurations:

  

  • Personal Callback: Select this option if you want the callback to be handled by the same agent handling the current call.

  • Customer Timezone: If selected, allows you to set the start and end date/time in customer time zone.

  • Based on Acqueon Campaigns configuration, this option will be selected or unselected by default.

  • The Customer Timezone will be the timezone configured in the campaign.

  • Agent Timezone: Displays the agent’s local PC timezone

  • Callback Mode: Different modes that are available for the callback call.

  • Callback Start Date – Time (24 Hours) – Specify the Start Date and Time for the call back call.

  • Callback End Date – Time (24 Hours) – Specify the End Date and Time for the call back call.

    Note:

    You can choose the start date and end date, along with specific times solely within the campaign run-time. Ensure that your selected Callback slots fall within the specified duration of the campaign and do not extend beyond the campaign schedule. For example, if the campaign run time is scheduled from 8.00 hours to 18.00 hours, you must choose a Callback slot within that time range and not beyond 18.00 hours or before 8.00 hours.

• If you choose a date and time slot that fall outside the campaign run time, the following message is displayed and the Submit button is not available.

  

• If the call outcome is selected as DNC, the following fields are displayed as per options enabled in Acqueon Campaigns configurations:

  

• Customer Timezone - If this option is selected, then the DNC start date and time and DNC End date and time will display the customer’s time zone else displays the Agent’s time zone.

  • DNC StartDate - Displays the Start date as configured in AEC. If ‘Agent selection’ is configured, then the Agent can specify the start date.

  • DNC StartTime – Displays the Start Time set for DNC based on configurations in AEC. If ‘Agent selection’ is configured, then the Agent can specify the time in this field.

  • DNC EndDate - Displays the End date as configured in AEC. If ‘Agent selection’ is configured, then the Agent can specify the End date in this field.

  • DNC EndTime - Displays the End Time set for DNC based on configurations in AEC. If ‘Agent selection’ is configured, then the Agent can specify the End date in this field.

  • DNC Blocked by – select the applicable modes set for DNC such as Phone, Business field and Campaign based DNC.

  • The DNC start date/time and End date/time field displays values based on the following configurations set up in AEC at campaign level.

    • If the DNC Period Type is set as Permanent, the DNC Start date and time is enabled and displays the current date and time by default. End date and time is disabled and displays the date 20 years from the current date.

    • If the DNC Period Type is set as Specific day and EOD is selected, then the DNC end date and time are automatically set to 23:59 of the same day as the Start date. The End date and time fields will be disabled.

    • If the DNC Period Type is set as Specific day and EOD is not selected, the DNC start date and time will display the current date and time and the end date and time are disabled and the values are displayed based on the configured days. For instance, if DNC days is selected as 1 day – then the end date and time are displayed as Current date time + (24 hours * total days configured in DNC days field) as shown below:

    • If the DNC Period Type is set as Agent selection, then the agent will be able to select the DNC start/end date.

• Campaign Category: Displays a list of campaign category. The agent can select the campaign category for which the DNC has to be set.

  Note:

  This field is displayed only if Multiple categories is selected from DNC type in AEC. For all other DNC Type settings, this field will not be displayed.

• Target: Target achieved during this call.

• Lead Score: Select the lead score based on the current call. Previous score displays the previous score that was given at the time of loading the contact details. Current score displays the currently selected score.

• Comments: Text box for you to record comments regarding the call.

• Click Submit. You receive a notification that wrap-up saved successfully.

  Note:

  On submit, if the current date / time is greater than 75 secs in comparison to the DNC start date and time, the system displays an error message.

• Click Submit & Clear if you want to clear the call details after wrap-up. This button displays only for Non-PEWC calls in After Call Work (ACW) state.

  Note:

  For Five9, in the Disposition widget, the End Interaction button is available instead of the Submit button. This button becomes available only when the agent selects the Call Outcome or child business outcome.