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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 (NVMConnectVCCConnect__PendingDialEntry__c) Salesforce object.

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Active calls are represented by the Active Dial Entry (NVMConnectVCCConnect__ActivePendingDialEntryActiveDialEntry__c) Salesforce object.

Completed and skipped calls

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Completed and skipped calls are represented by the Processed Dial Entry (NVMConnectVCCConnect__ProcessedDialEntry__c) Salesforce object.

Note

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:

  • The record has no phone numbers in the fields configured by the supervisor
  • The agent cannot access the record
  • The record has been deleted

Connect presents the agent with the next available call for a record that can be dialled.