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
Dispositions are codes or key words working as tags for every call registry, from this, the call center can obtain more efective and quicker results of each management.
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
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.
The actions will run after you save a disposition on a call or interaction.
“No action” by default.
Actions are available only for Telephony channel.
Inbound and Outbound campaings will have No action and Reschedule actions.
Dialers will have the same actions as campaings and: Respool, Respool alternative y Blacklist
Allows you to reschedule a call so that it is dialed automatically on a specific date and time.
When selecting this option, a box for selecting the date and time appears in the disposition modal
When a call is managed as a respool, it returns to the campaign's call queue.
Tell the dialer to discard the number that is managed with any disposition and take the next contact for that same customer.
Add the number you are dialing preventing it from contacting you again.
If the campaign does not have a disposition configured, the interactions of the campaign will close normally.
At the same time in the Campaigns creation we will see a checkbox that allows the activation of the disposition modal, both for normal campaigns and dialers (in case the campaign has a Survey type form this option must be deactivated)
Once the Disposition section is configured for a particular campaign, when an agent closes an interaction from this last one, the following will unfold:
When we create dispositions for a campaign or voice dialer that has a Survey type Form we can see that at the end of the call, instead of showing the dispositions modal, they will appear at the bottom of the survey and it cannot be saved until completed the disposition fields.
We will also see a button at the bottom-left corner of the survey that allows you to cancel the survey, and when you click on it we will see a confirmation message as it is an irreversible action.
After confirm the cancellation of the survey, the dispositions will be displayed at the bottom of the survey.
Through this functionality the Administrator will be able to copy the Dispositions from one campaign to another, in this way he will not have to manually type all the Dispositions again.
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.
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.
In the following image we can see the Unified Inbox of an Agent that attends different Omnichannel campaigns.
This Feature is not visible on the screen nor is it configurable, it works for the Omnichannel services and allows the Agent to belong to a variety of campaigns of different channels and interact with all of them without any problems.