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
- Call the DID number used for creating the campaign.
- Answer the call as it should be redirected to the added agent for the campaign.
- An action bar with the options of ‘Dispositions’, ‘Hold’, ‘Mute’, ‘Transfer’, & ‘Drop Me’ will appear at the top along with the call duration.
- A lead form will open with all the details.
- 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
- Call the DID number used for creating the campaign.
- Decline the call or don’t answer the call, so that it can be added to the Autocallback campaign queue in the pending row.
- 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.
- Wrap-up time will start along with the lead form.
- Agents can fill the lead form during the call or after the call.
- 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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