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.
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 allows you to establish a default field value for any and all task fields displayed in your call log panel. To access this feature, edit the appropriate field and set the default value. This feature allows your agents to save time by adding a pre-set value for each call and quickly move on to their next call.
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.
You will need to add the new field to your dialer panel. To learn how to do this visit our Dialer Panel section.
Call results help show what the result of the call was.
|Call Result Field||Definition|
|Left Voicemail||Spoke to automated recorder|
|Left Live Message||Spoke to live human being and left message with them|
|Bad Number||Number not in service|
|Wrong Number||Rreached the wrong househould/business|
|No Answer||No answer, no voicemail, continual ring|
|Contact||Reached target contact|
|Correct Contact||Reached the decision maker|
|Set Callback||Scheduled a callback|
|Transfer||Handed call over 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.|
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.
To learn how to set these additional call log fields in your task click here.
|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.|
|ACD Name||The ACD Name the inbound call was placed.|
|Day of Week||Post the day of week the call was received.|
|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.|
|Day of Week||Post the day of week the call was made.|
Call activity will appear up to 15-20 minutes after a call.
Click here for more information on how to view your previous call activities.
Multi-select pick lists appear in the dialer panel as a drop down 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 pick list info will appear in the call log activity history and reports.