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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__ActiveDialEntry__c) Salesforce object.

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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 (NVMConnectVCCConnect__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.

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