Call Editor

The Call Editor allows an Agent to edit the details of a lead after completing a call. The purpose of the Call Editor is to allow an Agent to correct any errors that may have been made during the initial data entry (whilst on the phone or in wrap time).

The Call Editor displays the most recent call at the top of the screen to make it easy for an agent to find the relevant lead details.

An Agent may only view and edit their own calls.

A Campaign Manager may view and edit any Agents calls.

Changes to a call via the Call Editor are audited.

Searching

The standard search bar is available along with an 'Advanced' search button to the right of the search bar.

The Advanced option provides for further refinement of the search if need be.

Find Calls

Clicking the Find Calls button will automatically apply a search filter to find all of the calls made against the same lead.

Play

Clicking the 'Play' button will playback the recording associated with this call (if recording was enabled).

Scoring

Click the 'Score' button to rate a recorded call.

Scoring allows you to perform quality assurance on recorded calls made by your team.

An Administrator, Campaign Team Leader or QA member can score each call.

Use the 'Advanced' filter with the Call Editor to filter by Agent, Disposition, Campaign, Date Range and other attributes of a call.

The 'Score' in the 'Advanced' filter is a threshold. When set only calls with a score equal to or below the selected value will be shown. This lets you focus on low ranked calls.

When you Score a call each agent can see the scores associated with each of their own calls.

The score is in the range 1-5 where 5 is a great score.

The score is indicated in the Call Editor list by a colour coded 'battery' icon.

When scoring a call you can optionally add notes to the score.

If you tick the 'Show Agent' check box when scoring the agent will be able to read any notes you left on the score.

If the 'Show Agent' checkbox isn't checked then the agent will only be able to see the score. Other administrators will be able to read the notes in either case.

You can report on Agent Scores by running the 'Agent Score Report' from the Report dashboard.

Zoom

Clicking the 'Zoom' button will enlarge the 'View' area of the page. This is handy when editing with a large Screen Layoug via the Agent View.

Views

The Call Editor provides two views of the Call Data, the Agent View and the Data View.

Agent View

The Agent View uses the same screen layout used by the agent to enter the call details whilst on a call. The Agent view provides a format for editing the Call Details that will be familiar to the Agent and is the recommended view.

The Agent View will also apply any validation rules that have been created for the Screen Layout when the Agent goes to save the data.

Data View

The Data View provides a simple list of every field for the Call. You may want to use the Data View if you need to edit a field which is not displayed in the Agent View.

Note: any validation scripts will not be run when using the Data View.

Disposition/Callback date

Whilst editing a Call you can also edit the Disposition and Callback date.

Disposition Actions

If you Save a Call via the Call Editor, even if you have made no changes any associated Disposition Actions will fire.

You should be cautious of Disposition Actions firing if they send out emails to customers or third parties.

Dates:

Start - for calls that are answered this represents the date/time the call connected (answered). For call that are not answered this represents the date/time that the no. was dialed.

End - when the call ended (was hungup by either party)

Created - the date/time the call record was created.

When - the time the lead was dialed or in cases where the call record exists as the result of a user editing a call, the date/time the record was created.