Skip Trace

Invalid or dummy phone numbers in contact centers create a situation where agents waste time by dialing these invalid numbers, resulting in low productivity. This impacts overall Campaign performance by increasing handling time and preventing agents from focusing on real, dialable contacts. The Skip Trace configuration allows you, as an Administrator, to create regex patterns to specify invalid phone-number patterns for agents. The Skip Trace Widget hides invalid numbers and displays only valid dialable numbers to agents.

Regex Patterns

Regex patterns are rules that are used to hide non-dialable/invalid numbers from agents. For example, when you add a regex pattern, ^123, the contact numbers like 1236434537 will be filtered out and not be displayed to the Agent.

To access the General Settings page after logging into the admin app, follow these steps to add regex patterns:

1. In the top-right dropdown menu, select Configurator.

2. In the left navigation menu, click Widget Configuration, then click Skip Trace.

3. Select the Remove Invalid Numbers checkbox.

   Note:

   This checkbox is left unselected by default.

4. Click +Add to add regex patterns.

   Note:

   You can add a maximum of 15 regex patterns.

5. Enter the values in the following fields to add a regex pattern:

   1. Regex Pattern - Enter regex patterns for invalid phone numbers. The phone numbers matching the pattern will not be displayed to the agents. This is a mandatory field.

      Note:

      There is no character limit for the regex patterns.

   2. Description - Enter a description for the regex pattern. For example, match numbers starting with specific digits.

      Note:

      This field has a limit of 200 characters.

   3. Actions - Contains options to save, edit, or discard the regex patterns.

6. Click the tick mark in Actions to save the regex pattern. Click the Edit button to make changes to the regex pattern and description fields. To delete a regex pattern, click the corresponding X button.

7. Click Save.

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