vicidial.org

Hello everybody,
I'm asking to myself (and now to you ) if a feature like this is useful:

The agent choose a disposition, and at the same time he can write a little comment on that.

Example:
Disposition -> KO
Comments -> Mr. Smith was stone-deaf!

He can minimize disposition screen .. write comment in comment box then click hangup again and dispose call .

Or he can write comment first then dispose call by clicking hangup .

Possibilities are endless
lol

This gets into a discussion I had a long time ago with several VICIDIAL users about allowing comments for every call. At that time it was decided to only have one comments field instead of confusing everything by having a separate comment field for every call. viewing those could take a while, but might be a good idea at this point.

How do you think that this would best be implemented, how should the agent that next gets that lead be able to view the previous comments?

Thanks again for the answer!
If I've understood well your thought, maybe it can be implemented letting the agent viewing last "n" dispositions with their comments and their dates:

Date - Disposition - Comments
2007-07-10 - Busy - NULL (not showed to the agent)
2007-07-11 - CallBack - "Talked with the son, Mr Smith will be at home only in the night"
2007-07-12 - No Answer - NULL (not showed to the agent)
2007-07-12 - Fax - NULL (not showed to the agent)
2007-07-12 - No Answer - NULL (not showed to the agent)
2007-07-13 - Sale Made - "Talked with Mr. Smith. He lives near a little church. For the roadwarrior seller: Call him on mobile before ringing at home"

Well, is a little more readable now then writing only one comment "linked" to the lead instead of the disposition like in this example. And the agent will be more "tracked" in case of problems with Mr Smith, because we know that the first time he has talked with his son (for example )

I'm thinking, moreover, that maybe you can simply modify the code used for inserting the "callback comments" that is implemented in the current version.

What do you think?

This sounds good, although the callback mechanism won't work because that's an entirely different sub-system. We'll have to figure out a different way to store those comments.

Can you write up what you have into a new issue in the issue tracker?

mflorell wrote:This sounds good, although the callback mechanism won't work because that's an entirely different sub-system. We'll have to figure out a different way to store those comments.

Can you write up what you have into a new issue in the issue tracker?

Here we go:
#117

aster1 wrote:He can minimize disposition screen .. write comment in comment box then click hangup again and dispose call .

Or he can write comment first then dispose call by clicking hangup .

Possibilities are endless
lol

This will be helpful since all the comments that you'll be writing each call will also be inserted in the vicidial_agent_log. Then, you'll just make a report that will gather these data(from vicidial_agent_log), Now, you can have a commented disposition for each calls.

I think it might go better in the vicidial_log table instead of the vicidial_agent_log, just so we can have the possibility of adding comments to calls that may only hit an IVR for example.

Starting to write something

Cool! Please make sure you build and test against SVN before posting to the tracker.

a proyect of ours wanted something similar,
a quick compromise we arranged was moving the comment box down and make it bigger, that way they could comment while 'working' the script.
we dont need it in the disposition but maybe something like that could work?
maybe a small txtbox in the disposelection box where you could add a comment, then it would be simply appending it to th general comment field with date included,
i think that's a fairly workable solution, no?

The comments field really isn't big enough to handle multiple comments with a date field, it is only a 255 CHAR field in the vicidial_list table.

mflorell wrote:The comments field really isn't big enough to handle multiple comments with a date field, it is only a 255 CHAR field in the vicidial_list table.

had'nt really noticed
my bad, ill see what can be done to work around it