Callbacks' comments reproposal on rescheduling

[DarknessBBB]

Hi there,
our agents are praying me for this little feature.
When they select Personal CallBack as Disposition, they write down a lot (2-3 rows) of comments.

Then happens this: when they recall that lead, from that time on, they lost the comment. It would be useful, if they reschedule the callback again, to repropose those comments in the callback date and time page.

Knowing the code of Vicidial, is simple to patch it, or have we consider to sponsor for this feature?

I've already posted a issue in the tracker, but I don't know if they can be considered mergeable:
http://www.vicidial.org/VICIDIALmantis/view.php?id=117

[williamconley]

A worthy request. Several ways to implement it. You should offer to sponsor it!

We've had several requests, as I'm sure The Vicidial Group has, but so far noone has offered to actually pay for it, as evidenced by the fact that it's NOT in the code yet

[dspaan]

Is the issuetracker down? I was wondering if this request is scheduled for a future release since it would be a great improvement to be able to store the callback notes and keep the callback state even after you get no answer or answer device after calling back.

[williamconley]

i think they actually had activity on this in SVN last week. but not for the status, just the callback comments.

also: we are getting near to a QC release (poundteam, not the vicidial group) that includes archived (viewable) previous comments as an option on any campaign. (calling it audited comments, they are viewable but not editable after save ... so you can ALWAYS go back and look at previous comments as they cannot be deleted or edited after storage)

[DarknessBBB]

i think they actually had activity on this in SVN last week. but not for the status, just the callback comments.

Yep, I've tested it and works very well. As always, thank you Matt!

[williamconley]

can you share its "invocation" with dspaan so he doesn't have to hunt for it?

[mflorell]

I fixed the Issue Tracker.

[dspaan]

I upgraded ViciDial last night and i see a comments box now in the disposition screen so for each call result there is the possiblity to write down comments. Excellent feature.

Only the problem with callback comments is still the same, or have i overlooked something?

When you choose callback the CB Comments box will be overwritten next time you make a callback.

Also i was wondering why the callback comment goes away in this scenario:

-agent makes a callback
-calls the customer on agreed time
-customer does not pick up the phone
-agent chooses 'No answer' disposition
-previous callback comment is gone?

I guess what i'm trying to say is that if a record was a callback in the past the agent should always see this information on the screen even if the agents dispositions the record as no answer or answering machine.

[mflorell]

Callback comments are only notes for that specific callback entry, they are not meant for permanent storage. That is what the lead comments or the new per call notes are for. An agent can now enter in per call notes and view previous call notes before and during a call as well as while viewing pending callbacks and searching for a lead in the agent interface.

[dspaan]

My suggestion:

1.Remove the CB Comments box from the callback screen altogether (since you now have comments for each call this has become redundant)
2.Display the last 3 comments in the current yellow overlap screen you see when you get a callback and display that always regardless if agent call launch is SCRIPT or FORM) where the most recent comment is on top and the rest follows in descending order
3.Add the status description in front of these comments when displaying them on the agent screen in the yellow box
4.Make it so whatever the agent enters the current Comments box in the default ViciDial tab (while INCALL) gets put into the 'per call' comments box after the agent hangs up.

Reason for this suggestion is that right now when there has been a callback and another agent (or the same agent) gets no answer or answering machine and dispositions the call as such and then a few days later calls the customer back he doesn't know there has been a callback a few days ago and what was said.

[williamconley]

We've created a comments history method (audited comments) which will be shipped with QA for Trying. This will allow a scrollable list of all previous comment, and NO ability to edit or delete previous comments (although I think the final version will have "hide" for ease of use).

[mflorell]

Will your new QA work with per-call notes?

[williamconley]

not yet, those didn't exist. but it can be added as soon as we have it on a box that has that version.

it just creates a new table for storage and then displays that table (for viewing) after moving any existing notes into it.

so moving any existing notes from callbacks or per-call notes or anywhere else would be fairly simple (and of course allow a notation of the TYPE of note in addition to the auther/date/time)

Oops: and it's QC. LOL (Audited Comments is part of the QC package)

[vladimirgitnik]

Id like to propose something that might be helpful for many people.

Going to the point, I use to launch the script screen each time a call is gotten however if there are previous callbacks I have no idea of the comments entered in them.

I did a query I use at my desk to display a long string per lead in a certain campaign/list with these previous comments in the format of date1->comment1 date2->comment2 ...

[Trying]

We are still waiting for William to complete the QC project. I have no idea how long this is still going to take. Part of the system will be historical comments.

[mflorell]

This is why Per Call Notes were created, they keep all comments for previous calls, you can enable them per campaign and they show up below the Comments box, and again on the disposition screen.

[williamconley]

QC is in Beta, and functioning. Now that our move is over we'll be fixing more pieces and making it more presentable (and fixing oversights for inclusion in the Beta as well).

But it does work!