If the Progressive Dialler feature is available for your account then If the Progressive Dialler feature is available for your account, you can configure progressive dialing. Progressive dialing enhances the functionality of Connect by automating agent tasks.
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For more information about progressive dialing, see Progressive dialing.
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Enabling progressive dialing
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To configure progressive dialing, perform the following tasks:
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Select the Progressive Dialler check box in custom settings. For information about editing custom settings, see Creating or editing custom settings for Connect.
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Mapping call outcomes to disposition codes
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To enable Connect to automatically set the disposition code for a call based on the call's outcome
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, you need to configure the disposition codes feature by mapping call outcomes to disposition codes. For information about mapping call outcomes to disposition codes, see the 2. Configuring setting the disposition code for a
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voice interaction based on the
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interaction's outcome
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If enabled and configured for your account, when an agent ends a Connect call, Connect automatically sets the disposition code for the call based on the outcome of the call. To do so, Connect uses call-outcome to disposition-code mappings that exist in your org. If Connect cannot find a mapping for the call outcome, agents must manually set the disposition code as normal.
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Deleting a call-outcome to disposition-code mapping also deletes the flag that indicates whether Connect should progress to the next record for an agent to handle. |
How do I configure Connect to progress to the next call or record for the agent to handle based on the call's disposition code?
If enabled and configured for your account, when an agent ends a Connect call, Connect can progress to the next call or record for the agent to handle, or to remain on the current record. Connect determines what to do next based on the call's disposition code. To do so, Connect uses disposition code mappings in your org. A disposition code mapping contains a progression mode. The progression mode tells Connect what to do next if that disposition code is set for an agent's call.
To create disposition-code flags, perform the following steps:
Go to the Disposition Code Management tab in your ContactWorld for Salesforce app. The Disposition Codes section contains any existing mappings, and the Assistant section contains the unmapped call outcomes and disposition codes.
Info The Assistant section gets the list of disposition codes from the Log A Call Disposition Code Field field in custom settings.
- If a mapping for the disposition code exists, click the cog icon in the ACTIONS column alongside disposition code. Click Edit.
If a mapping for the disposition code does not exist, click New.
An Edit Disposition Code dialog box appears. - If you are setting a progression mode for a new disposition-code mapping, type the name of the disposition code you want to map in the Disposition Code field, for example, No Answer.
In the Progression Mode list, select which of the following tasks Connect will perform if the agent's current call contains this disposition code:- Continue to next record
- Continue to next call
- Stay on current record
- Click Save.
The mapping appears in the Disposition Codes section; the mapped disposition code and any mapped call outcomes no longer appear in the Assistant section.
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Setting progression mode for disposition codes
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When you have correctly configured progressive dialing, when an agent ends a call, Connect determines what to do next based on the progression mode of the call's disposition code (set by either Connect or the agent).