Important steps you should follow to verify the right setup of the call center campaigns.

You will get quick snapshots of:

1. Testing inbound campaign

2. Testing autocallback campaign


Once the campaign is created, the DID number is activated by the CloudAgent support team, & the campaign is started, you have to test your campaign.

 

Testing Inbound Campaign

  1. Call the DID number used for creating the campaign.
  2. Answer the call as it should be redirected to the added agent for the campaign.
  3. An action bar with the options of ‘Dispositions’, ‘Hold’, ‘Mute’, ‘Transfer’, & ‘Drop Me’ will appear at the top along with the call duration.
  4. A lead form will open with all the details.
  5. Add all the other details & select disposition to check the lead movement.
    • Patch out: You have to transfer the lead to the selected agents.
    • Fresh: The lead will show in the dashboard fresh category.
    • Follow up: Lead will automatically be assigned to the agent.
    • Not contacted: Lead will be moved to the non contacted bucket.
    • Failed: Lead will be failed.
    • Junk: Lead will be marked as junk.

 

Testing Autocallback Campaign

  1. Call the DID number used for creating the campaign.
  2. Decline the call or don’t answer the call, so that it can be added to the Autocallback campaign queue in the pending row.
  3. Once the agent login to the agent portal, the agent needs to select the blended mode, & then click on ready. After marking ready, all the queued calls will automatically start connecting to the lead from the agent phone.
  4. Wrap-up time will start along with the lead form.
  5. Agents can fill the lead form during the call or after the call.
  6. If agents update dispositions in the lead form, the lead should move accordingly as per the bucket.
    • Patch out: You have to transfer the lead to the selected agents.
    • Fresh: The lead will show in the dashboard fresh category.
    • Follow up: Lead will automatically be assigned to the agent.
    • Not contacted: Lead will be moved to the non contacted bucket.
    • Failed: Lead will be failed.
    • Junk: Lead will be marked as junk.

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