Widget Settings

Skip Trace Widget

What is Skip Trace?

Skip tracing in contact centers refers to the process of locating individuals who are difficult to reach due to outdated or unavailable contact information, such as phone numbers, addresses, or email addresses. This technique is primarily used in industries like debt collection, fraud prevention, legal services, and financial services, where reaching specific individuals is critical for business operations. To facilitate this process, agents use a Skip Trace widget, which offers a range of functionalities designed to assist with manual call operations and streamline the search for updated contact details.

The Skip Trace Widget settings allow you to configure certain settings that can allow the Agent to dial out the customer on the new contact details without violating any statutory regulations.

Complete the following settings as detailed:

1. Number of Contacts to Fetch - Type the number of contacts you want to fetch at a time for this widget. The application fetches the configured number of contacts from those uploaded to a Campaign (on the Acqueon Campaigns application).

2. Apply Compliance Checks - This option helps maintain safe dialing practices and allows admins to fine-tune how strictly compliance rules are applied. These checks ensure that the contact is eligible for dialing. If a selected check fails, the agent is not permitted to dial. Agents are allowed only when the compliance checks are completed successfully.

   Admins select values from the dropdown so that agents can run the configured compliance checks on the contact and determine whether the contact is allowed to be dialed. The dropdown values are,

   1. NDNC/DNC - Select this checkbox to verify if the contact number is listed on internal or national Do Not Call (DNC) registries.

      Note:

      • This checkbox is selected by default.

      • The NDNC and DNC compliance checks are mandatory for dialing a contact number.

   2. Standard Compliance - Select this checkbox to verify if the contact number adheres to the dialing rules configured in the Compliance Conditions Builder (CCB).

   3. Green Zone - Select this checkbox to verify whether the contact falls within the permitted calling time window, based on factors such as timezone, state, and area codes. For example, verifying call eligibility for a contact in Arizona based on the state’s time zone.

3. Override Compliance Checks - This option allows admins to specify which compliance checks agents can override. Select a value from the dropdown list. When selected, agents can proceed with calls even if those selected compliance checks fail. The values displayed in the dropdown depend on the options selected in Apply Compliance Checks.

   Note:
   NDNC compliance cannot be overridden.

4. Enable Adding a New Mode – Select this checkbox to allow the agent to add a new mode if that contact does not belong to the configured modes. For example, a customer may have a home number in addition to the mobile number, but only the mobile number is listed as a mode. In such a scenario, the agent can add Home Phone as a new mode and use that for dialing, subject to other conditions being fulfilled.

5. Enable Entering a manual number and dialing - Select this checkbox if the agent finds another contact number of a customer, and if you want to allow the agent to type the number manually and dial it out. The application runs the required checks and allows the agent to dial out the number manually.

6. Show only the current mode - To show only the current mode of the contact to the agent, select this checkbox.

7. Enable Campaign Mapping - This checkbox allows manual calls made through Skip Trace and Manual Dial widgets to be mapped to a campaign, either automatically to a campaign set by admin (for global default or specific settings) or by the agent when required. The Select Campaign Type dropdown displays the following configuration options:

   Note:

   This configuration is applicable only for the Five9 campaigns.

• Agent Allocated Campaigns – Displays only the campaigns that are assigned to the agent.

• Global Default Campaign – Assigns the global default campaign ID (set by the VCC admin) for all manual or Skip Trace calls made by the agent.

• Specific Campaign – A Specific Campaign Name (exactly matching the campaign name configured in the VCC admin) which will be used for manual and Skip Trace calls. Enter the campaign name in the Enter Campaign Name textbox.

  Note:
  Ensure that agents have access to the campaign that is assigned in the textbox.

Note:

• When you select Global Default Campaign or Specific Campaign Name, the Select Campaign pop-up is not displayed to agents in the Skip Trace Widget.

• The Campaign Mapping Configuration is available only when Five9 is configured in the App Configuration page of the Acqueon Workspace Admin application.

9. Enable Skip Trace by Agent State - Select this checkbox to enable agents to use the Skip Trace widget only in the designated states. You can enter the agent states in the textbox and click Add. You can also remove the added agent states from the textbox. If left unchecked, Skip Trace will be enabled for all the non-ready agent states by default.

   Note:

   • Agent states have no limitations on character length and special characters.

   • Duplicate agent states cannot be added.

   • Ensure that the agent state names are entered exactly as configured in the Contact Center platform to avoid configuration errors.

10. Click Save.

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