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Call Logs

Every dialer call gets logged in two ways: 1) through an "impression" log stored on the dialer server itself, and 2) through a call log stored as a Salesforce task.

The Salesforce call log tasks will always be associated with the record that was dialed, and potentially with one or more "parent" records. For example, if a rep dialed a contact record, the call log would be be associated with the contact itself, AND its parent account. The same applies for calls dialed on custom objects.

The call log task is generated automatically, regardless of whether your reps input any data to it. However, for your organization to reap the maximum benefits of the PowerDialer we HIGHLY RECOMMEND that your reps input a call result. Some very powerful reports around agent effectiveness, lead scoring, and other metrics rely on logged call result data.

PLEASE NOTE: This section of the guide assumes you're using the call log feature, and will be requiring your reps to perform some basic data input in their logs.

If you decide that you do not want call logs to be required for your users (THIS IS NOT RECOMMENDED), remove the call log section from your dialer panel(s). Be aware that whether you require users to interact with call logs or not, a completed call log task will still be generated for every dial, they will simply not have the call result filled in. Without call results entered by your users, some advanced reporting techniques will be unavailable to you.

Basic Call Log Features

As noted, a call log is a Salesforce task, designed to capture dialer-specific information. The PowerDialer automates the task creation / completion function; from a workflow standpoint it's no different than a user manually inputting a completed call task directly in Salesforce.

Each call log includes:

  • Any standard Salesforce task info you choose to include in the log (you can configure the call log panel to include any standard task field). By default this includes the Salesforce record ID for the associated parent object(s).
  • The logged call result provided by the rep   <<<   THIS IS A KEY ELEMENT
  • The date and time the call was placed, provided from the call impression.
  • The duration (length) of the call, provided from the call impression.
  • The phone number that was dialed, or connected via inbound.
  • The time zone location of the call (based on a reverse-lookup of the area code).

Without exception, a call log for the most recent outbound call MUST be completed and saved before a rep can place another call. In some rare instances it is possible to have multiple inbound call logs "stacked" (for example, a rep gets two inbound calls back-to-back before he or she can finish the first call log), but these are rare cases.

The rule is, "Finish the current call log before dialing the next number."

Standard Call Log Entry Fields

Field Description
Call Result Drop menu to select the generic outcome of an individual call. The standard available results are:
  • Busy - Busy signal, uncommon in modern times
  • Left Voicemail - Spoke to automated recorder
  • Left Live Message - Spoke to a live human being
  • Bad Number - Number not in service
  • Wrong Number - Reached the wrong household
  • No Answer - No answer, no voicemail
  • Contact - Reached the target recipient
  • Set Callback - Scheduled a callback
  • Transfer - Handed call to another agent
Subject Text box to summarize the call log.
Comments Large text box to write out the particulars of a call in more detail.

To view a call log once it's completed, go to the record that was called and look at the Activity History like you would normally in Salesforce.

Call logs may also be stored in other locations. For more information, visit the Call Log Associations section.

Call Log Assoctiations

Call log tasks can be linked to multiple records simultaneously, using Salesforce's standard task "who" and "what" associations. Salesforce doesn't actually refer to them that way, we’ve just found it the easiest way to make the distinction). "Who" refers to the lead or contact involved in the activity, "what" refers to a related object connected to the contact (account, opportunity, case, custom object).

Using this method we can link call logs to both an account and contact, for example.

Associations

Which object parents / children have access to a call log are determined as follows:

  • Calls to leads are only ever logged with leads (leads don't follow the "who" / "what" record paradigm the way contacts and accounts do).
  • Calls made directly to accounts are only logged with the account.
  • Calls made to contact records are logged with both the contact and the contact's associated account.
  • Calls made to a case, opportunity, or custom object will generally link to the object's related contact, and the record itself.

Optional Call Log Data

In addition to the standard call log fields, we provide some additional log fields which you can optionally include. The bulk of these fields are for inbound calls, but there are also a few for outbound.

The purpose is to provide additional reporting insight into activities. For example, the optional Call Answered field helps you build reports identifying the percentage of inbound calls that are answered or missed; the Wait Time field helps you compare average wait times across ACDs, and so on.

Optional Inbound Data Fields

Field Name Information Displayed
Inbound Number Dialed The number the caller dialed.
Call Answered Indicates whether the call was answered (Yes or No)
Call Failover Indicates whether the call came after a failover (Yes or No)
Wait Time How long the caller waited before the line was picked up.
Failover Number Indicates the failover number the call used, if applicable.
Route to Owner Indicates whether the call was routed to the record owner (Yes or No)
Route to Last Caller Indicates if the call was routed to the last caller of the record (Yes or No).
Local Presence Indicates either: Whether the incoming call was placed to a local presence number, or whether an outbound call was made with a LocalPresense caller ID. (Yes or No).
Inbound Caller-ID The caller's phone number.

Optional Outbound Data Fields

Field Name Information Displayed
Phone Dialed The number that was dialed
Dialer Type Where the call originated - Click-to-Call, Seek List, or Domino list.
List Name If it was a list (Seek or Domino), the name of the list.
Query Name If it was from a Seek list, the name of the query that placed the record in the queue.

Setting Up the Fields

To use any of the optional fields you'll need to create a custom activity field to match them in Salesforce. If you have a limited number of available custom fields, you may or may not want or need to use them.

Follow these steps to add each field:

  1. Click your Salesforce username in the upper-right hand corner of the screen. Then select Setup.
  2. In the sidebar menu, click Customize under the "App Setup" heading. Then click Activities, and then Activity Custom Fields.
  3. Click New next to the "Activity Custom Fields" heading.
  4. Select the appropriate data type for the field you wish to add. Use the chart below for reference.

    Inbound Fields

    Field Salesforce Field Name Salesforce Field Type
    ACD Name isdc_acd_name Text
    Inbound Number Dialed isdc_inbound_number_dialed Phone
    Call Answered isdc_inbound_call_answered Checkbox
    Call Failover isdc_inbound_call_failover Checkbox
    Wait Time isdc_inbound_wait_time Number
    Failover Number isdc_inbound_failover_number Phone
    Route to Owner isdc_inbound_routed_to_owner Checkbox
    Route to Last Caller isdc_inbound_routed_to_last_caller Checkbox
    Local Presence isdc_local_presence_call Checkbox
    Inbound Caller-ID isdc_inbound_callerid Phone

    Outbound Fields

    Field Label Field Name Data Type
    Phone Dialed isdc_dialed_phone_number Phone
    Dialer Type isdc_dialer_call_type Picklist
    List Name isdc_dialer_list_name Text
    Query Name isdc_dialer_query_name Text
  5. Click Next.
  6. Enter the Field Label from the chart above in the Field Label field. Use care not to confuse it with the information that must go in the Field Name field.
  7. Enter the Field Name from the chart above in the Field Name field. Use care not to confuse it with the information that must go in the Field Label field. Be sure to enter this information exactly as it is displayed in the chart. It may populate automatically when you enter information into the Field Label field. Do not use this automatically-generated value. Replace it with the text specified in the reference chart.
  8. If you are adding the "Dialer Type" field, you will need to enter the three pick list options. Enter them like this, including paragraph breaks between each line:

    Click-to-Call
    Seek
    Domino

    If you are adding the List name or Query Name field, you'll be asked for a Character Length value. Enter the number 80 for 80 characters.
  9. Click Next.
  10. Choose any security settings you like and click Next.
  11. Select the layouts you wish the fields to apply on and click Next.
  12. Click Save to finish adding the field. Click Save and New if you'd like to immediately start adding the next layout.
  13. Repeat steps 1-12 for any additional fields you wish to add.

Important Notes:

  • To ensure that the fields operate as intended, be sure that the fields are not marked as "read-only," and that the fields are available to the access user.
  • The fields will not display any information for up to 24 hours after they have been created. Once they begin to display data, they will update approximately every 15 minutes.
  • The dialer system will not be add data to these fields retroactively. The fields will only be populated for calls placed / received from the time forward.

Viewing the Fields

After the fields have been created and the necessary time has passed, you can view the fields on your Activity History. To get there, click the record you wish to view and scroll down to the Activity History section. Then click the task you'd like to view. This will take you to the individual task record where you can view the new fields and the information they display.

Note that while we have placed the new fields in the "Additional Call Data" section, you can put them anywhere on the task record you like using the layout editor.

Call Log Defaults

If your agents are using call logs, there's probably been times either you or they have wanted to speed up the process of getting the call logs entered and saved, so agents can move on quickly to the next call. The problem was, agents were forced to minimally input a call result for each call.

The call log defaults feature lets you establish a default field value for any and all task fields displayed in your call log panel. To access this feature, all you need to do is edit the appropriate fields, and set up the default value.

Setting Up the Values

To set up your defaults, head to the Manage Dialer Panels tool in the InsideSales tab, and select a panel to edit. BE AWARE that the default values you select are per-panel; if you have agents using different panels but want the same defaults applied, you'll need to edit all of the affected panels.

To edit the panel, select the Call Log section of the panel you're editing. Then click on the field name within the panel so that it shows as selected.

Next, click the Edit button in the top right of the field "trough" area. In the overlay window you'll see a new dropdown field allowing you to select / input a default field value.

Input a default value, then click Save. From that point forward, agents using the selected panel will have the logged value set automatically for each call.

To change the value, the user simply needs to update the field to a value of their choosing.

Multiselecting Picklists in Call Logs

The latest version of the PowerDialer for Salesforce lets you create multi-select picklists for tasks and events in Salesforce, and place them in a dialer panel (for more information on dialer panels, visit the Dialer Panels section).

The available picklist fields and available options are controlled from within Salesforce; to get them in front of agents using the PowerDialer or Click-to-Call, all you have to do is add the field.

Creating a Picklist

To create a picklist, follow the standard Salesforce field creation steps. If you already have your picklists ready, head straight to the dialer panel manager, and get those fields added!

Quick Steps to Create a New Multi-select Picklist

  1. Open the Salesforce system setup menu.
  2. Click Customize.
  3. Click Activities.
  4. Click Activity Custom Fields.
  5. In the main window, click Add a Custom Field to Activities.
  6. Click New to create a new custom field.
  7. Select "Picklist (Multi-Select)" and click Next.
  8. Enter a name in the Field Label. This will be visible on the call log itself, as well as the Dialer Panel Editor.
  9. In the next field, enter values for the picklist. Separate each value on its own line.
  10. Set the # Visible Lines option to determine how many list values will be visible at once. A scroll bar will appear in the picklist field if your agents need to see additional options.
  11. Use the checkboxes to govern visibility of the picklist. Then click Next.
  12. Make sure the Task Layout box is checked. Then click Save.

Adding the Picklist to a Dialer Panel

Once you have the picklists you need, go ahead and add them to your dialer panel as needed. There's no other special requirements.

If You Just Created Your Fields in Salesforce

If you've just added new picklists to your Salesforce system, you won't be able to immediately add the fields to the dialer panel. To maintain proper data links for dialer metrics and reporting, InsideSales.com runs a nightly database synchronization process with your Salesforce instance. Any fields you've just added to Salesforce will NOT WORK with the dialer tool until the nightly sync completes.

Using the Picklist During a Call

Multi-select picklists appear in the dialer panel as a dropdown labeled with the title you gave the field in Salesforce. To select an option, click the first option in the field. To select additional options, press and hold the CTRL key, then mouse click to select (or deselect) entries.

When the agent finishes logging the call, the selected picklist info will appear in the call log activity history and reports.

Release Notes

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Advanced Training Guides

Advanced training for the PowerDialer for Salesforce.

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