Creating Call Lists Form

This form is displayed when you select Create call list from the Call List Management menu. It enables you to generate and create a call list using report generator reports. Other options on this form facilitate defining the user or group who will process the calls as well as call list priority and availability.

The form is divided into six areas these are:-

• Data Source
• Key information
• Call duplication
• Allocation
• Call list
• Progress

Data Source

The data source area facilitates selection of the the report generator report which is to be used to select records. It contains one field labelled Export report the required report can be selected from the drop down menu or if the three character identifier of the report is known it can be typed in.

Key information

The key information group of fields are mainly for information. It contains five fields four of which are automatically populated by the system as the export report report is selected. The fields and their purpose is as follows.

• Source directory: this the the directory on the system server where a csv file containing the selected records will be temporarily saved. This field is a read only field
• Source file: this is the name of the file being created by the report. The information displayed in here is derived from the report export facility and is read only.
• Call list data source: this is an editable field but the information the system defaults into the field is derived from the report name.
• Call list Description: this is an editable field which will automatically populated by the system as the report is selected.
• Call script: this is an editable field which includes a drop down, it facilitates the selection of the call script to be used during the call process.

Call duplication

The call duplication group enables you to determine the level of deduplication applied to the records as the call list is created. It works by checking the newly selected records against the call lists which already exist on the system. There are three levels of deduplication which can be applied. These are:-

• Customer: This option will exclude a customer from the current call list if the customer record number already exists in the call list file. This is the highest level of deduplication.
• Customer/Vehicle:This option will exclude a customer from the current call list if the customer and vehicle combination already exists in the call list file.
• Customer/Vehicle/Script:This option will exclude a customer from the current call list if the customer and vehicle combination already exists the the call list file and is linked to the same script.

Allocation

This group of fields enables you to allocate the call list to a specific group or agent at the time the call list is created. The selections made here will override a calls allocation to a preferred agent. Agent or group allocation is selected using the radio buttons, the selection of these options then affects the contents of the drop down list which will be amended automatically to enable selection of a group or agent to whom the call list is going to be allocated.

Call list

This group of fields control when and if the call list is going to be seen in the CM home page. When creating the call list you should ensure that all these fields are populated or the call list will not be available in the home page. The fields in this group are:-

• Date range: This field the the date from which the calls on the call list will be available to agents from. The date can be manually entered or selected from the ellipsis calendar.
• To:The date which the call list is available to. The date can be either manually entered or selected from the ellipsis calendar.
• Time Range: This is the time from which the call list is available from.
• To: This is the time up to which the call list is available.

Note: If the time fields are left blank the call list will be available all day.

• Priority: This could be considered as the importance of the call list. The priorities available for selection from the drop down list are 1 to 9 and X where 1 is the highest and 9 is the lowest. X is a reserved status which when selected will prevent the calls being available from the home page.
• Active: This is a tick box which when selected will make the call list available in the home page and if not ticked the call list will not be available.
• Allow user to override TPS settings: When selected this enables call centre agents to call a customer using a telephone number marked and TPS protected on the customer record.

Progress

This group of fields contains two read only fields which show a running total of the number of records found which match the report criteria (Calls Read) and the number of calls sent to the call list (Calls written) these may not necessarily the same as the number of calls written to the call list will have the call list creation duplication options applied.