A Dial Entry is a record of List is a list of calls relating to the underlying Salesforce records. These records are of the standard or custom object type on which the Dial List is based, such as contact, lead, or task. For more information about Dial Lists, see Dial Lists. Call records represent each call that an agent or agents must make or have made using Connect. A Dial Entry corresponds to a Salesforce record, such as a contact, lead, or task. An entry call contains the following information:
- The name and phone number or numbers of the person to call.
- A URL to the corresponding record.
- The status of the call, that is, whether an agent has made the call, skipped the call, or neither.
- Who the call is assigned to, that is, the agent currently on the call or who previously made the call.
Dial Entries appear in Dial Entry views on the Dial Entries tab.
What happens when an agent uses Connect to make a call?
When an agent uses Connect to make a call to a Dial Entry, Connect pops the corresponding Salesforce record in the agent's browser window. The agent can add information about the call in the Log a Call area in the usual way. At the end of the call, Connect performs one of the following actions:
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If the Dial Entry relates to a record other than a task record, Connect creates a new task record in which to log call details unless the record related to the Dial Entry is a task record. This task record is related to the original Salesforce record unless the agent has linked the call to a different Salesforce record. For information about logging and linking calls, see Logging a call during the call.
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Calls can be pending, active, completed or skipped.
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Pending calls
Pending calls are calls that an agent has not yet requested. Pending calls become active when Connect pops the call to the agent.
Pending calls are represented by the Pending Dial Entry (VCCConnect__PendingDialEntry__c) Salesforce object.
Active calls
Active calls are calls that agents have requested. Agents can choose to make the call or move on to the next call. Calls remain active while the call is in progress. When an agent has made a call and clicked Next, Connect marks the call as completed. In preview mode, if an agent clicks Next without making the call, Connect marks the call as skipped.
Active calls are represented by the Active Dial Entry (VCCConnect__ActiveDialEntry__c) Salesforce object.
Completed and skipped calls
Completed and skipped calls are calls that an agent has made (and completed) or skipped, respectively.
Completed and skipped calls are represented by the Processed Dial Entry (VCCConnect__ProcessedDialEntry__c) Salesforce object.
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Connect automatically skips some calls. If Connect encounters a record that meets the dial list filter criteria, but cannot be dialled by an agent, Connect does not present the agent with a corresponding call. Instead, Connect creates a processed dial entry with no assigned agent and sets the entry's Outcome field (VCCConnect__Outcome__c) to indicate the reason the call was skipped. This occurs for the following reasons:
Connect presents the agent with the next available call for a record that can be dialled. |