Preview Campaign Widget

The Preview Campaign Widget provides a preview to the agents before initiating a call.

Note:

The Preview Campaign widget is applicable only in Preview pacing Mode.

How does it work?

The widget is designed to preview a record for an agent to accept, skip or reject the record. This is used in deployments where agents do not use Acqueon's softphone. Using this widget, agents can preview a contact that delivered by Acqueon Campaigns and choose to accept, reject, or close it. Once accepted, the call continues in the regular softphone.

The widget can be used in :

• SCV

• Acqueon Workspace, where Amazon CCP is used as the softphone instead of the Acqueon softphone.

The Preview Campaign Widget contains the following UI elements:

• First Name - The first name of the contact

• Last Name - The last name of the contact

• Address - The address of the contact

• Country - The country of the contact

• Home Phone - The home phone number of the contact

• Office Phone - The office phone number of the contact

• Mobile Phone - The mobile phone number of the contact

• Call ID - The unique identifier for the call

• Call State - The current state of the call. For example, Preview.

• Queue Name - The name of the queue to which the call is assigned

• LCM Key - A unique ID system for the attempt

• Campaign Name - The unique name given to the specific campaign

• Contact Nature - Indicates the nature of the contact, whether it is fresh or a follow-up.

• Call Attempts - The number of attempts made to reach the respective contact

Using the Preview Campaign Widget

The widget can be used for the following purposes:

• Click  to accept the current contact and starts the call.

• Click  to skip the retrieved contact. The skipped contact is again reopened and lined up in the Agent’s queue.

• Click  to close the current call.

• Click  to reject and reschedule the call. The call is rejected and rescheduled.

Error Messages

The widget displays the following toaster error messages which are also displayed in the softphone.

• Websocket connection failure.

• The call was rejected and closed as the number is not in E.164 format.

• The call cannot be connected as the number is not in dialable countries.

• Call Disconnect Reason: Reject and Closed.

• Call Disconnect Reason: Reschedule and Closed.

• Disconnected call from CCP.

Here is a sample toaster error message screen that is displayed.