Administering Call Lists

Agents use the home page to process calls. The other options on the Customer Contact Management menu are explored in the following tasks:

• Creating and Administering Users and Groups

• Building Call Lists

• Scripting overview

• Ad-hoc tool overview, covering construction of queries and displaying, printing, or graphing the results

Call List Administrator Form

This form is displayed when you select Administrator from the Call List Management menu. It enables you to administer call lists, agents, and groups.

TOOLBAR:

Icon	Menu	Keyboard Shortcut	Action
	File > Refresh	F5	Redisplays the form's contents, switching to active call lists and, if applicable, retracting the tree control to its top level
	File > Exit	x	Closes the form, returning you to the Call List Management menu
	View > Call lists	ALT + 1	Switch to Call lists view
	View > Agents + groups	ALT + 2	Switch to Agents / Groups view
	View > Reports...	No short cut	Pending calls Callbacks Try later calls Script log Other
	Tools > Activate Call List	No short cut	Activate/deactivate call lists
	Tools > Reallocate	No short cut	Reallocate the calls associated with the selected call list
	Tools > Review Recycled calls	No short cut	Review recycled calls, futher option allow you to choose the type of recycled calls you review. These options are Call list and Non-call list depending on the origin of the call.
	Tools > Purge Call Lists	No short cut	Purge non-active and/or expired call lists

The tree control contains either of two principal contents depending on which toolbar button you select:

• Call lists

• Agents/groups:

• Agents
• Groups

Tip: Use the toolbar to switch between call lists and agents / groups .

Tree control: When you select a node, a pie chart and grid(s) are displayed:

• If the selected node is an expandable branch, signified by a [+] or [-] icon, two grids are displayed; Call list and Agent(s) allocated to the selected call List. The pie chart then represents the selected node's call lists.

• If the selected node is NOT an expandable branch, one grid is displayed; Agent. The pie chart then represents the agent's calls.

Tip: Select the [+] icon of a node to expand its structure, whereupon the icon changes to [-]. Select the [-] icon to collapse the structure.

Pie chart: Different coloured segment sizes represent the proportion of the node's total number of call records belonging to categories:

• Call backs
• Tasks
• Pending
• Etc.

Tip: Although the tree control starts with its top option selected, to display the pie chart for that node, click it as if to re-select it.

Call Lists

When the you select the Call lists toolbar button , the two grids displayed are Call list and either Agent or Agent(s) Allocated to the Selected Call List, depending on whether the selected node in the tree control is an expandable branch or not.

Call List:

Call list: Code identifying the call list

Description: Typically mentions the report originally used to generate the call list

Total calls: The number of call records constituting the list

Complete: The number of the list's call records that are complete

Remaining: The number of the list's call records awaiting completion

Start date: When the call list becomes valid

End date: When the call list becomes non-valid, any outstanding call records it contains being removed from the home page

Priority: The list's priority; 1 being the highest and 9 the lowest, while X means that the list is closed / not live

Workload: Red = no calls, amber = few calls, green = plenty of calls

Note: Select a line in the Call list grid to display the Call List Details form, enabling you to access a call list's header data, parameters and statistics.

Agent / Agent(s) Allocated to the Selected Call List:

Agent id: Agent's system login

Agent name: Agent's name as stored in the system

Personal calls: The number of the agent's call records classified as personal

Total Complete: The number of the agent's call records that are complete

Total Available: The number of the agent's call records awaiting completion

Workload: Red = no calls, amber = few calls, green = plenty of calls

Note: Select a line in the Agent or the Agent(s) allocated to the selected call list grid to display the Calls allocated specifically to this agent and group calls... form.

Agents/Groups (Agents)

When Agents/Groups are selected using the Agents/Groups toolbar button and the ALL AGENTS branch is selected, the two grids displayed are Agent and All agents. If, after expanding the ALL AGENTS branch, you select an agent node, a single grid – Agent – is displayed.

Agent:

Agent id: Agent's system login

Agent name: Agent's name as stored in the system, or for example ALL AGENTS

Personal calls: The number of all agents' call records classified as personal

Total Complete: The number of all agents' call records that are complete

Total Available: Not applicable

Workload: Not applicable

All Agents:

Agent id: Agent's system login

Agent name: Agent's name as stored in the system

Personal calls: The number of the agent's call records classified as personal

Total Complete: The number of the agent's call records that are complete

Total Available: The number of the agent's call records awaiting completion

Workload: Red = no calls, amber = few calls, green = plenty of calls

Note: Select a line in the All Agents grid to display the Calls allocated specifically to this agent and group calls... form.

Agents/Groups (Groups)

When Agents/Groups are selected using the Agents/Groups toolbar button , and the ALL GROUPS branch is selected, the two grids displayed are either the pair Summary and All groups or the pair Group and Agents in selected group, depending on whether the selected node in the tree control is a group or a team within a group. If, after expanding a team branch, you select an agent node, a single grid – Agent – is displayed.

Note: Select a line in either the Summary grid or the All groups grid to display the Calls allocated to this group form.

Summary or Group:

Group: Identifier

Description: The group's purpose or, for example, ALL GROUPS

Total calls: The total number of groups' call records

Complete: The total number of groups' call records that are complete

Remaining: The total number of groups' call records that are remaining

Workload: Red = no calls, amber = few calls, green = plenty of calls

All Groups:

Note: The All Groups grid is displayed only in pair with the Summary grid.

Group: Identifies the group

Description: Text associated with the group, Red team for example

Total calls: The total number of group members' call records

Complete: The total number of group members' call records that are complete

Remaining: The total number of group members' call records that are remaining, i.e., Complete subtracted from Total calls

Workload: Red = no calls, amber = few calls, green = plenty of calls

Agents in selected group:

Note: The Agents in selected group grid is displayed only in pair with the Group grid.

Agent id: User's system login identifier

Agent name: The agents name as stored in the system

Personal calls: Number of non-business calls

Total Complete: Number of calls completed

Total Available: Number of calls in the selected list on the home page

Workload: Red = no calls, amber = few calls, green = plenty of calls

Related Topics:

Activating / Deactivating Call Lists