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Created page with "=='''Queue Management'''== In the section '''Queue Management''', the following functionality occurs: *Set the '''current working outcome''' *Set the '''current working outcom..."
=='''Queue Management'''==
In the section '''Queue Management''', the following functionality occurs:
*Set the '''current working outcome'''
*Set the '''current working outcome by period'''.
*'''Create''' custom contact group.
*'''Reset''' contact history.
*'''View''' contact queue.
*'''Add to''' contact queue.
*'''Clear''' contact queue.
==='''Set the current working outcome'''===
*Here you can choose the current set of records to be managed.
*Choose the case
The following will be displayed on the screen:
# Campaign name: (Name)
# The current working Outcome is: (Outcome)
# The current working attempt is: (Number of attempts on this outcome)
# The earliest activity in this campaign is: (Date)
# The most recent activity in this campaign is: (Date)
*A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen.
*In the Active Outcome section, hover the mouse over the number under first attempt.
*You will see that it is a clickable link.
*When you click on this number it will hand the next record in the system to the agent to complete.
==='''Set the Current working outcome by Period'''===
*Here you can choose the current set of records to be managed during a certain period of time.
*Choose the dates.
*Choose the case.
The following will be displayed on the screen:
# Campaign name: (Name)
# The current working Outcome is: (Outcome)
# The current working attempt is: (Number of attempts on this outcome)
# The earliest activity in this campaign is: (Date)
# The most recent activity in this campaign is: (Date)
*A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen for that period of time.
*In the Active Outcome section, hover the mouse over the number under first attempt.
*You will see that it is a clickable link.
*When you click on this number it will hand the next record in the system to the agent to complete.
==='''Create custom contact group'''===
*Select the case.
*Create a name for this group in the text box.
*By supplying a name, this query group can be accessed quickly in the future.
*Choose the field names to be grouped from the dropdown menus, below the new group name.
*This will customise the group to exactly how you would like.
*Group the recipients.
*The group will now be saved for future use in the system.
==='''Reset Contact History'''===
*Choose the case.
*You must be sure you wish to reset the contact attempts and last status.
*This action is irreversible once started.
*It will also reset all custom groups you may have created.
*Reset contact data.
==='''View contact queue'''===
*Choose the case.
*The client record queue will be displayed.
*The following will be displayed on the screen:
# The Sequence ID
# The Outcome
# Attempts
# The number of records currently in the stack to be processed
==='''Add to contact queue'''===
*Choose the case.
*Add outcomes to the contact queue.
*The following will be displayed on the screen:
# The campaign name
# The Outcome
# Attempts from
# Attempts to
# Attempts should always go from large to small.
# '''Attempts From''' should always be greater or equal to '''Attempts To'''
*Add the items.
==='''Clear contact queue'''===
*Choose a case.
*Be sure that you want to clear the queue for this case.
*Confirm queue reset.
*Reset queue.
In the section '''Queue Management''', the following functionality occurs:
*Set the '''current working outcome'''
*Set the '''current working outcome by period'''.
*'''Create''' custom contact group.
*'''Reset''' contact history.
*'''View''' contact queue.
*'''Add to''' contact queue.
*'''Clear''' contact queue.
==='''Set the current working outcome'''===
*Here you can choose the current set of records to be managed.
*Choose the case
The following will be displayed on the screen:
# Campaign name: (Name)
# The current working Outcome is: (Outcome)
# The current working attempt is: (Number of attempts on this outcome)
# The earliest activity in this campaign is: (Date)
# The most recent activity in this campaign is: (Date)
*A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen.
*In the Active Outcome section, hover the mouse over the number under first attempt.
*You will see that it is a clickable link.
*When you click on this number it will hand the next record in the system to the agent to complete.
==='''Set the Current working outcome by Period'''===
*Here you can choose the current set of records to be managed during a certain period of time.
*Choose the dates.
*Choose the case.
The following will be displayed on the screen:
# Campaign name: (Name)
# The current working Outcome is: (Outcome)
# The current working attempt is: (Number of attempts on this outcome)
# The earliest activity in this campaign is: (Date)
# The most recent activity in this campaign is: (Date)
*A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen for that period of time.
*In the Active Outcome section, hover the mouse over the number under first attempt.
*You will see that it is a clickable link.
*When you click on this number it will hand the next record in the system to the agent to complete.
==='''Create custom contact group'''===
*Select the case.
*Create a name for this group in the text box.
*By supplying a name, this query group can be accessed quickly in the future.
*Choose the field names to be grouped from the dropdown menus, below the new group name.
*This will customise the group to exactly how you would like.
*Group the recipients.
*The group will now be saved for future use in the system.
==='''Reset Contact History'''===
*Choose the case.
*You must be sure you wish to reset the contact attempts and last status.
*This action is irreversible once started.
*It will also reset all custom groups you may have created.
*Reset contact data.
==='''View contact queue'''===
*Choose the case.
*The client record queue will be displayed.
*The following will be displayed on the screen:
# The Sequence ID
# The Outcome
# Attempts
# The number of records currently in the stack to be processed
==='''Add to contact queue'''===
*Choose the case.
*Add outcomes to the contact queue.
*The following will be displayed on the screen:
# The campaign name
# The Outcome
# Attempts from
# Attempts to
# Attempts should always go from large to small.
# '''Attempts From''' should always be greater or equal to '''Attempts To'''
*Add the items.
==='''Clear contact queue'''===
*Choose a case.
*Be sure that you want to clear the queue for this case.
*Confirm queue reset.
*Reset queue.