QC Status Codes, SALE Dispositions, and our Biz Model

[jasonniesen]

The issue that brought this up is this: The Export Leads report does not allow me to export the QCPASS status.

We are new to ViciDial and still trying to figure out how to blend our business model in with the way this works. Here it is: Outbound dialing to potential prospects. When the fronter gets someone willing to commit, they warm-transfer the call to a closer and the lead is temporarily stamped SALE. When it gets to the closer, the closer has 3 options:

1) if they are able to verify the commitment, name and address, they disposition it as VFRSAL (Verified Sale)
2) if they customer declines or changes their mind, they disposition it as NI (Not Interested)
3) if they are unable to verify the sale (like the customer hangs up or something), they disposition it as SALE (Unverified Sale)

[jasonniesen]

All calls marked as SALE go to QC. QC listens to the fronter's recording to make sure it was properly processed and decides if it is good enough to let through (QCPASS) and if it's not (QCCANC.. we don't use QCFAIL, as we currently are not calling them back to re-sell them).

Here are the problems we are facing with this setup:

[jasonniesen]

1) We cannot get accurate sales counts from any of the reporting.
2) When I pull sales for the night, I am pulling the Export Leads Report and pulling any leads that are marked SALE, (Verified Sale), and ideally QCPASS, except that QCPASS is not listed in the options. So currently, we have to reverse all the QCPASS's back to SALE, pull the report, then put them back to QCPASS to pull them out of the QC queue.

Are we going about this all wrong? Is there a better way to accomplish what we are trying to do? Any input, advice, or feedback is greatly appreciated! Thanks!

(Sorry for multiple posts... forum kept thinking I was using bad or non-English words... and it couldn't even spell "spamy" correctly lol)

[williamconley]

QCPASS may need to be created in system statuses if it's not already there to be reportable.

[jasonniesen]

And viola! There it is!! Thank you, sir!

Any insight as to why the reporting (Team Performance Report, for example) isn't counting the sales right? Is it call-based or lead-based?

Here is an example of last night's numbers:

- Closers marked 14 calls as SALE and 45 calls as VFRSAL (both SALE and VFRSAL have a 'Y' in the SALE column in System Statuses) for a total of 59 calls
- QC marked 9 of the 14 SALE calls as QCPASS (QCPASS is now in System Statuses [thank you], also with a 'Y' in the SALE column) and the other 5 as QCFAIL
- This resulted in 54 total leads ending with a SALE-type disposition (matches the output of the Export Leads Report)

*Team Performance Report for the closer's inbound campaign shows 47 sales and 1 cancelled sale - doesn't add up
*Team Performance Report for the closer's inbound campaign shows 61 calls (they can only receive a call when one is transferred and automatically dispo'd SALE via API) - doesn't add up
*Fronter-Closer Report for the closer's Ingroup shows the fronters with 48 sales (again, fronters calls are automatically marked SALE on transfer via API) - doesn't add up
*Fronter-Closer Report for the closer's Ingroup shows the closers with 45 sales in the first SALE column (where it is crediting a lot of fronters with the sales) - doesn't add up
*Fronter-Closer Report for the closer's Ingroup shows the closers with 45 sales in the other SALE column (where it is crediting just the closers with the sales) - still doesn't add up
*The two SALEs columns on the Fronter-Closer Report don't always match.. which also doesn't add up



Something is amiss here.. very likely the way we are interpreting the results but either way, I cannot make heads or tails of it...

[williamconley]

Sorry, No one has ever asked us to interpret/manage/customize/modify the team performance reports. Your best bet is to try &DB=1 to see if the queries will show you the tables being used and then go check the data directly.