Select Call Outcome

The Disposition widget allows you to set the Telephony Outcome /Business Outcome for all Acqueon Dialer-based Outbound calls – Predictive, Progressive, and Direct Preview.

By configuring a business outcome, the Agent can define rules for recall and closure for each business outcome. Refer Acqueon_Workspace_Design_Guide_for_AE_Integration for more about the various features of the Disposition widget.

• If Clear call if outcome is set check ox is enabled in Acqueon Workspace’s Amazon admin, you are  moved to the Available state once the outcome is set.

  • If the outcome is set during the call, there is no ACW state, and you are moved to Available state after the call.

  • If the outcome is set in the ACW state, you are moved to Available state after successful submission of the selected outcome.

• If Clear call if outcome is set checkbox is disabled in Acqueon Workspace’s Amazon admin, you are  moved to the Available state either after the end of ACW time or when you press the All Done button in the After Conversation Work component in the Voice Call page.

• The Mandatory disposition setting in Campaign Manager and Block state change on ACW features are not applicable for SCV.

• You can push the various fields in the Disposition widget to a custom Salesforce field in the Voice Call object by configuring them in the Acqueon Workspace’s Salesforce admin Workflow settings. some examples are Call Outcome, Parent and Child Business Outcomes, Callback date and time, callback mode, DNC details, etc.