Voice Channel

Scheduled Calls

Open

The Scheduled Calls section contains the list of all the calls that have been scheduled by the Agent during a Dialer Campaign or assigned to the Agent by the Administrator.

If enabled, the Agent can see and edit all the scheduled calls for his queue.

Open

Click refresh button to reload the list.

The Scheduled At and the Campaign values are marked as green if they are still valid (data and time is not expired) and red if they are not.

The Agent can click on the three dots menu and:

• Delete the Hopper (delete the scheduled call)

The Agent can call the contact (whose name is shown in the Full Name column) clicking directly on the phone number:

Voice Calls

The Voice Calls section shows only the list of the calls managed by the Agent. The agent will see the following information:

• ID: uniqueID of the call

• Type: type of the calls (inbound, outbound, internal or dialer)

• Source: caller phone number

• Destination: the number called

• Started at: date and time of the call start time

• Ended at: date and time of the call end time

• Disposition: shows the disposition chosen (if any) at close time

• Second/Third Disposition: second/third level of disposition eventually set

• Note: shows a note inserted (if any) at close time

Filters can be applied to the list of values selecting a Start Date or a Type

Click-to-Dial: Whenever the phone numbers are shown in light blue, they can be dialed just clicking on them

Please note that:

Click on 3 dots in order to show the call details:

Abandoned Calls 

In the Abandoned Calls section you find two tabs:

• When the selection Reserved is activated:

  • the other Agents will see the Agent's name in the Last Assigned To field and any further action on the listed call is prevented

  • the number in the Phone field can be directly dialed or transferred just clicking on it (click-to-dial):
    
    

• the Agent can Dispose the call (or change its disposition) clicking on 3 dots and choosing a disposition from the Global Dispositions (the List Dispositions are not available in this context):

• Last Assigned To: if the call has been reserved by an Agent or assigned to him by the Administrator, here you find the last assigned Agent's name.

The list of values shown can be filtered by Start Date, Agent name or Queue:

Recordings

The Recordings section shows all the recorded calls managed by the agent. The agent will be able to see the following information:

(All the list entries can be sorted in ascending/descending manner (click on the column name and the up/down arrows will appear). Moreover, filters can be set on Start date or Call Type.

• Type: type of the calls (inbound, outbound, internal, dialer or all)

• UniqueID: uniqueID of the call

• Caller: caller phone number

• Called: the number called

• Connected: the actual number connected

• Queue: name of the queue the call was recorded in

• Rating: rating of the call (given by the Administrator)

• Audio: hear a preview (ONLY for .wav format) or download call recordings.

• Date: date of the recording

• Download Voice Recording: If the agent has been given permission, the selected recording file can be downloaded from the three dots menu

Click to Dial: The phone numbers (of caller and called) can be directly dialed. You can find documentation about that on this page.

Dispose calls

If you have properly configured a trigger with Contact Manager action, the contact tab will be displayed for the agent as shown below when the trigger conditions are true.

If there are more contacts with the same search key, the agent can choose which is the right contact:

To save the disposition, click on DISPOSE:

If you insert note or date you will see the relative icon on Calls list with saved data

Default XCALLY Motion dispositions will be listed on the left side of the screen while any of yours Custom Dispositions will be listed on the right side of the screen.

The Agent can also dispose outbound calls managed by the the Motion Bull Dialer and choose among the following selection:

• Dispose

• Reschedule

• Recall Me

• Blacklist

Blacklist, Recall me and Reschedule dispositions are available only for Dialer:

Closing contact tab

When agent manages a conversation, he/she can insert an early disposition during the call or a final disposition after the hangup.
If agent wants to close the contact tab (by clicking on X button), it’s necessary to consider the queue typology (with or without mandatory disposition)

• On a queue with Mandatory Disposition, agent can close contact tab, on the condition that it was at least 1 disposition (during or at the end of the call):

  • By clicking on X button, if agent inserts an early disposition during the conversation AND the final disposition is not made after hangup, a warning modal appears to confirm the closing of the contact. If agent clicks on YES the contact tab is closed, if he clicks on NO the contact is kept open

  • By clicking on X button, if agent inserts a final disposition after hangup, tab closes without warning message

  • By clicking on X button, if agent does not insert any disposition, a warning modal appears to inform the agent that it’s necessary to insert a disposition to close the contact

• On a queue without Mandatory Disposition, agent can close tab when he desires:

  • By clicking on X button, if agent inserts an early disposition during the conversation AND the final disposition is not made after hangup, a warning appears to confirm the closing of the contact. If agent clicks on YES the contact tab is closed, if he clicks on NO the contact is kept open

  • By clicking on X button, if agent inserts a final disposition after hangup, tab closes without warning message

  • By clicking on X button, if agent does not insert any disposition, a warning message appears to confirm the closing of the contact, even if the call hasn’t been disposed yet. If agent clicks on YES the contact tab is closed, if he clicks on NO the contact is kept open

Dial Contacts with Motion Bull Preview Campaigns

Clicking on this button the system will propose the first contact in the list to call:

If the Agent clicks on Next the call will be skipped for that particular agent and the dialer proposes the next contact to call in the list. 

When the Agent clicks on Call the call will be managed by the dialer and handled as a normal incoming call (on the Phonebar or on the WebRTC bar):

As a result, the number in the badge is decreased.

Usually more than one agent can run preview campaigns and the number in the badge reflects the total number of unmanaged calls.

Even if in Pause status, the WEBRTC Agent will be able to dial a contact with the preview mode, if the administrator sets to Ignore agent break status for preview calls as an Agent Setting (Staff → Agents).  

Recall Me Calls  

• Automate Recall Me calls (if the Campaign is Preview):  If this feature is enabled by the Admin, the system will automatically generate the Recall Me calls (the Recall Me call is performed by the Booked Progressive strategy- as soon as the Agent is available, the system calls the Agent and then calls the contact).
  If disabled, the Agent must select  the contact manually from the list showed from the Motion Bull Preview button: the Recall Me contact will be distinguished from the other contacts by an info label.    

• Recall Me Reminder (if the Campaign is Preview): If this feature is enabled by the Admin, the system will send a notification to the Agent n° minutes before generating the Recall Me call. 

Waiting Queue Calls 

From the toolbar, the Agent has visibility of calls, waiting in the queues he's part of.

The icon shows the sum of the Voice Waiting Interactions coming from all the queues the Agent is associated to.