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ContactNow: Why was a record multiple times after being completed?
8x8 Support

ContactNow: Why was a record multiple times after being completed?

Answer

When trying to find out why a record was dialed again after being the record was completed,  Database Management provides valuable insight in record activity. This can be found in the 'Notes' field. All outcomes set to a record is tracked in the 'Notes' field with the timestamp and Agent ID. If an entry in 'Notes' has an Agent ID with an outcome code then that will correspond to a call. 

Below is a sample record activity taken.

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Tips:

Copy the text from the Notes field into a word document or notepad to be able to read the text better. 

2019-02-18 14:35:12 agent 750743 set outcome 101
2019-02-18 15:20:33 agent 1440853 set outcome 511622
2019-02-18 15:50:18 agent 750743 set outcome 524769
2019-02-18 15:52:55 agent 750743 set outcome 524769
2019-02-18 15:59:03 agent 1404303 set outcome 511622
2019-02-19 17:13:32 agent 1404303 set outcome 524769

Outcome code translation

524769 - Sale made (Complete)
511622 - Hot lead (Incomplete)

From this examples we can decipher that agents have been changing the outcome of a record multiple times. So lets take it line by line:

line 1) agent 750743 set the outcome 101 to the record.

line 2) agent 1440853 finished the call and set the outcome to 511622 which does not complete the record as a result record is still active.

line 3) agent 750743 finished the call and set the outcome to 524769 which completes the record.

line 4) same agent set the same outcome.

line 5) agent 1440853 changed the record outcome to 511622 which made the record incomplete, thus making the record active in the dialler. 

line 6) agent 1440853 changed the record to 524769 which completes the record again, thus making the record inactive in the dialler. 

When the dialler makes an automatic outbound call to a record, connects the call to an agent, the agent dispositions the call with a complete outcome, the record will be removed from the dialler to avoid the record from being dialled again. 

The only time a record gets dialled multiple times, is if the record was still active in the dialler or agents made a 'Manual' dial to the record and made amendments. 

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