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Question regarding "Agent Error"
Posted:
Tue Feb 05, 2013 11:09 amby jthayne
When an agent closes their browser at any time before dispositioning a call, what exactly happens? I know the call has a ERI status. When the agent logs back in to ViciDial, are they told to disposition the call? If not, is there any way to change the disposition on that call?
Re: Question regarding "Agent Error"
Posted:
Tue Feb 05, 2013 6:42 pmby williamconley
You can search for calls in that list with a status of ERI in the Lists menu by choosing search for a lead. Then you can modify the status within that admin_modify_lead page.
Re: Question regarding "Agent Error"
Posted:
Tue Feb 05, 2013 11:32 pmby jthayne
When the agent logs back in, is there any notification that a status needs to be set for the call? Or is it as though they were logging in fresh?
Re: Question regarding "Agent Error"
Posted:
Tue Feb 05, 2013 11:45 pmby williamconley
No link is made to the prior "abandoned" call. Agents are expected to log out properly to avoid this scenario. ERI is designed to allow a manager to identify a lead improperly abandoned and then train the agent in question to avoid this ... instead of building a system around the agents abandoning leads.
Re: Question regarding "Agent Error"
Posted:
Thu Feb 07, 2013 9:59 amby jthayne
Awesome. Thank you very much for the quick replies.