To add a holiday click on a day of the calendar where the next screen will appear.

Fields to fill:

Description: A description of the holiday..

Start time: Start time of the holiday.

End time: End time of the holiday.

Sound: Sound that the event will have.

Campaign: Select as many campaigns as wanted. To select every campaign in the system, choose the * at the end of the list.

Channels: Select as many channels as wanted. To select every channel in the system, choose the * at the end of the list.

Recurrent: The event will repeat manually. 

Non recurrent: The event will not repeat.

Within the list of events, if the pointer on one of the events is placed , it will be highlighted in the calendar.

The recurrent events are displayed with a loop icon next to the event name.

If you want to delete an event , you must point the event that will be deleted and press the cross that appears on the corner.

Campaign: Campaign name to be changed. You can select all campaigns choosing the *.

Number: Number to add or remove from the list.

Company: Company's name.

Job Position: The person job position in the company.

Name: Employee's name.

File: File containing phone numbers to add.

File format .csv

An example of how the structure must be, can be downloaded. 

To add a number to the list, the campaign must be selected, indicate the number and press the Save button.

If you want to upload multiple phones you can upload a file containing the numbers of the files in the format specified above.

To delete contacts that are in a common company or campaign, just select the campaign or company and click on the red button.

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This will remove all numbers from the DNCR of the selected campaign or company.

To remove a number from every campaign, the campaign must be selected and the number must be placed. Then press the Delete button.

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Another way is by searching the number on the list next to this section, and then press the Delete button.

If the Administrator wants to delete a user from the Spam list, just select this one and its details will appear on the left side of this section. Click on the Delete red button.

Campaign: Campaign name to be changed . You can select all campaigns choosing the *.

Email: Email to add or remove from the list.

Company: Company's name.

Job Position: The person job position in the company.

Username: Employee's name.

File: File containing phone numbers to add.

Apart from this, the Administrator can upload a csv file to add email addresses in a massive way.

The csv file must have the following data per line:

EmailBlacklist.csv

example1@domain1.com;EmailCampaign
example2@domain1.com;EmailCampaign;;;
example3@domain1.com;EmailCampaign;Company;Joib title;Name

Company, Job Title and Name are optional fields

An example of how the structure must be, can be downloaded. 

To add an email to the list, the campaign must be selected, indicate the email and press the Save button.

If you want to upload multiple emails you can upload a file containing the emails of the files in the format specified above.

In case you want to remove a user from Spam, simply select the email from the list on the right and click on the Delete button.

Just like for telephony, you can delete an email for a specific company or campaign or delete an email from all campaigns

Channels: Every type of channel in the system, Webchat, Twitter, Redes Sociales, Email y SMS.

Campaigns: Depending on the type of channel picked, a campaign from this one must be selected to assign a disposition.

Download Report: Must specify the channel type and campaign and then click on the button to download the specific report.

Levels: These three different levels are the options to specify the disposition. It is obligatory to specify the first level.
For a unique level one, level two and three can have different options. In order to do this, create the same disposition for the same campaign and level one and specify a different level two and/or three.

Action: Specify the type of action this disposition will have.

Gamification Measurement: Indicate if this disposition will have an effect on an active Gamification game.

Text Code: Optional for those companies that want to integrate this on another system.

Upload: Different dispositions can be uploaded massively using a .csv file. Its forma can be seen by downloading it here

tipificacion.csv

campaignName;channel;level1;level2;level3

Sales<-;telephony;Call purpose;Sent to different department;Tech Support

In the csv, the channel type section must have one of the followings: email, facebook, webchat, thelephony, twitter, messenger y sms.

Level 1 section on the csv, must be specified and he other two ar optional.

Once the Disposition section is configured for a particular campaign, when an agent closes an interaction from this last one, the following will unfold:

Once we click on the copy button we will open the copy modal.

Once here we only have to select the campaign that has the Dispositions to copy and the campaign to which we want them to be copied.

Once the campaigns have been selected, we will press the Copy button to make the copy or the Cancel button to not make the copy.

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• When Dispositions are copied, their actions are also copied in case they have.

• If we copy twice to the same campaign, the system adds the Dispositions that are NOT already copied.

• The copies are not for updating Dispositions, they are meant to avoid the created manual.