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.
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:
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."
|Call Result||Drop menu to select the generic outcome of an individual call. The standard available results are:
|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 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.
Which object parents / children have access to a call log are determined as follows:
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.
|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.|
|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.|
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:
|Field||Salesforce Field Name||Salesforce Field Type|
|Inbound Number Dialed||isdc_inbound_number_dialed||Phone|
|Route to Owner||isdc_inbound_routed_to_owner||Checkbox|
|Route to Last Caller||isdc_inbound_routed_to_last_caller||Checkbox|
|Field Label||Field Name||Data Type|
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.
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.
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.
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.
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!
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'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.
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.