Call center agent: Add to campaign
The agents that are using the call center will perform any procedures from the Call Center module, by selecting the Agent option.
The Add to campaign tab allows the agent to add the current call to a campaign, to be calledlater. To start the process, the agent must press the Add to campaign button from the Status tab, during or after a call.
After the button has been pressed, the agent must select the campaign where the call will be added.
The list for the campaign selection only contains the campaigns that have the "Add current call" option enabled. More info about enabling the option can be found in the Campaign chapter, Info section.
A call can be added to a campaign using two methods:
- Unscheduled call
- Scheduled call for a defined date and time
Unscheduled call
An unscheduled call can be called from a campaign at any time, by any agent. This method needs the "Scheduled call" parameter to be set to "No".
The following parameters will be defined:
- Campaign
- The campaign where the call will be added to
- Scheduled call
- defines if the called will be scheduled to a defined date and time or not (unscheduled call will have this parameter set to "No");
- Remarks
- remarks for the call, that will be displayed to the agent, before starting the call.
Scheduled call
A scheduled call will be available for calling only after a defined date and time. The campaigns that have scheduled contacts, that can be called (the scheduled time has passed) are shown with an exclamation mark. An example is shown in the description of the Status tab, from this documentation.
The interface for scheduled called is shown below.
- Campaign
- The campaign where the call will be added to
- Scheduled call
- defines if the called will be scheduled to a defined date and time or not. If set to "No" then the call is not scheduled. If set to "Yes" then two additional options are available: "can be called by any agent" (the contact will be shown to the first available agent) and "can be called only by me" (the contact will be shown only to the agent that does the reschedule)
- Scheduled date
- The day for the future call;
- Scheduled time
- The time for the future call;
- Remarks
- remarks for the call, that will be displayed to the agent, before starting the call.
The interval between the current time and the rescheduled time cannot be smaller than one hour.