Recycled calls are calls from all active lists that have been rejected by agents. An example would be a call with a clearly invalid contact telephone number. Such calls are removed from their respective lists and added to the recycled list. At that stage they are invisible to all agents and can only be processed from the administrator.
What do you want to do?
Resubmit a recycled call to its agent
Return to the call list unallocated to an agent
View or edit the recycled call record
Review the contact's target/customer marketing/CRM data
Review the contact's vehicle data
To view recycled calls:
Select the Administrator option from the Call List Management menu
The Call list Administrator form is displayed containing available call lists.
Drill down the tree's branches to view all active lists or those of a specific group or agent
The grid populates and, where appropriate, a pie chart is displayed.
Select the Recycle bin ![[ Recycle calls ]](ReviewRecycledCalls.gif){kind=small}
button
The Review Recycled Calls form is displayed.
Tip: To view additional information for the call, double-click the entry in the list. The View Call form is displayed.
On the Review Recycled Calls form, to progress a call, right-click on its entry in the grid
A pop-up menu is displayed:
- Change to Completed
- Change to Try Later
- Return to call list (un-allocated)
- Edit Call
- View Target/Customer
- View Vehicle
To dismiss the call:
Select the Change to Completed option from the right-click pop-up menu
The call is dismissed.
To resubmit the call to the call list and allocate to the original agent:
Follow steps 1 to 4 for viewing recycled calls above.
From the right-click pop-up menu, select Change to Try Later
The call is re-allocated to the original agent's list.
To return to the call list as valid but unallocated:
Follow steps 1 to 4 for viewing recycled calls above.
From the right-click pop-up menu, select the Return to call list (un-allocated) option
The call is returned to the call list as valid but unallocated.
To view or edit the call record:
Follow steps 1 to 4 for viewing recycled calls above.
From the right-click pop-up menu, select the Edit Call option
The View Call form is displayed.
Tip: Double-clicking the line on the Review Recycled Calls form's grid also displays the View Call form.
To review or correct target/customer data in the Marketing/CRM module:
Follow steps 1 to 4 for viewing recycled calls above.
From the right-click pop-up menu, select the View Target/Customer option
The Marketing/CRM Record Maintenance form is displayed with its Target/Customers tab open.
To review or correct vehicle data in the Marketing/CRM module:
Follow steps 1 to 4 for viewing recycled calls above.
From the right-click pop-up menu, select the View Vehicle option
The Marketing/CRM Record Maintenance form is displayed with its Vehicles tab open.
This form is displayed when, on the Call list Administrator form, you drill down the tree's branches to view all active lists or those of a specific group or agent and you select the Recycle bin button.
Details:
Selected Call list: Identifies the list
Selected Agent: Identifies the agent allocated to the list
Selected Group: Identifies the group to which the list belongs
Recycled Calls:
Date: When the call was recycled
Call list: Identifies the list to which the recycled call originally belonged
Agent: Identifies the agent to which the recycled call was originally allocated
Group: Identifies the group to which the list belongs
Script: Identifies the script associated with the list
Target/Customer: Identifies the target/customer
Reason: Text indicating the cause of the call being recycled, for example, No reply
Recycled Calls Right-click Menu:
Change to Completed: Dismisses the call record represented by the selected grid line
Change to Try Later: Resubmits the selected call record to the list and allocates it to the original agent
Return to call list (un-allocated): The call record represented by the selected grid line is returned to the call list as valid but unallocated.
Edit Call: Change details of the call record represented by the selected grid line
Tip: Double-clicking a line on the grid has the same effect.
View Target/Customer: View the marketing/CRM record associated with the selected grid line
View Vehicle: View the vehicle record associated with the selected grid line
Notes:
Notes: Text entered by the agent when the call, represented by the selected line in the grid, was rejected
Call Details:
Ref: Identifies the call record represented by the selected line in the grid
Type: The call direction, for example CALLOUT indicates an out-bound call
Auto allocated?: A tick indicates that the call record was allocated automatically when the call list was created
Priority: 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
MK vehicle: Identifies the contact's vehicle type as recorded in the target/customer's marketing/CRM record
