Calls Allocated to this Group Form

This form is displayed when you select a line in either the Summary grid or the All groups grid on the Call List Administrator form with Agents/Groups selected using the Agents/Groups graphic button and the ALL GROUPS branch selected. It enables you to view a variety of information about the selected group's call lists.

Group: Identifier and text associated with the group, for example Red team

Call list: Description of the selected line in the Call list grid

Call List:

Call list: Identifier

Start: The number of calls in the list when it was created

Completed: The list's total completed calls

Remaining: The list's total calls yet to be completed

Pending: The number of calls in the list that have not been actioned in any way

Call Backs: The list's total calls assigned to call back

Retrys: The list's total calls assigned to try again at a later date

Recycled: The list's total calls assigned to call recycle, for example if there is a problem with the call

Reserved: Reserved

Prio: The priority of the calls in this list relative to calls on other lists; 1 being the highest and 9 the lowest, while X means that the list is closed / not live

Note: Lines in the grid in black text represent calls allocated to the agent, blue ones are allocated to the group to which the agent belongs, and green are auto-allocated to the preferred agent.

Tip: If you select the Completed column, a Return dialog box displays a message stating that completed calls are deleted. To view such calls, refer to the script log.

Calls:

The grid displays lines representing calls belonging to the selected line in the Call list grid.

Tip: To display, in the grid, only records for calls that are Completed, Remaining, Pending, or assigned as Call Backs, Retrys or Recycled, click the appropriate field, NOT the column header, in the Call list grid.

Call list: Identifies the list

Call number: Identifies the call

Date Call Req'd: Contains a date if the call has been actioned and the option to call-back at a specified time has been selected upon call completion

Target/Customer: Identifies the target/customer record

Name: Contact's name

Allocated to: G for group or A for agent

Status: Indicates if the call is pending, callback, recycled, or to try later

Prio: The priority of the calls in this list relative to calls on other lists; 1 being the highest and 9 the lowest, while X means that the list is closed / not live