(Created page with "<translate>= How to Display Call List Columns in Agent Desktop Search Results = In this case, an agent should see List Records screen during a campaign call. The way this scr...") |
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<translate>= How to Display Call List Columns in Agent Desktop Search Results = | <translate>= How to Display Call List Columns in Agent Desktop Search Results = | ||
| − | In | + | In the example presented here, an agent should see the "List Records" screen in Agent Desktop during a campaign call. The way this screen looks (i.e., what columns are displayed) is defined by the ''Search grid columns'' setting. This setting is used to define the columns that will be shown as a search result. |
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== Action 1: Create a Call List with Searchable Fields == | == Action 1: Create a Call List with Searchable Fields == | ||
| − | + | To begin, you will need to create and upload a calling list in section [[Contact-center-administrator-guide/Lists#List_Import|Lists]]. In the list import wizard, Fields screen, list columns must be marked as [[Contact-center-administrator-guide/Lists#Fields_screen|searchable]]. Note that call list fields cannot be marked as searchable after they have been uploaded, so it is very important not to miss this step! | |
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== Action 2: Connect the Call List to a Campaign == | == Action 2: Connect the Call List to a Campaign == | ||
| − | + | After creating your call list, you will need to associate it with a [[Contact-center-administrator-guide/ServicesandCampaignsOverview|campaign]]. This can be done in section Lists by clicking '''add''' in the ''Campaigns'' setting. | |
== Action 3: Create Custom Activity History Fields == | == Action 3: Create Custom Activity History Fields == | ||
| − | + | Next, you will need to create custom Activity History fields. This is done in section [[Contact-center-administrator-guide/CustomFields#Activity_History|Custom Fields > Activity History]]. In configuring this your custom fields, make sure to mark them as [[Contact-center-administrator-guide/CustomFields#Searchable_4|searchable]]. | |
Revision as of 00:39, 18 December 2018
<translate>= How to Display Call List Columns in Agent Desktop Search Results =
In the example presented here, an agent should see the "List Records" screen in Agent Desktop during a campaign call. The way this screen looks (i.e., what columns are displayed) is defined by the Search grid columns setting. This setting is used to define the columns that will be shown as a search result.
Action 1: Create a Call List with Searchable Fields
To begin, you will need to create and upload a calling list in section Lists. In the list import wizard, Fields screen, list columns must be marked as searchable. Note that call list fields cannot be marked as searchable after they have been uploaded, so it is very important not to miss this step!
Action 2: Connect the Call List to a Campaign
After creating your call list, you will need to associate it with a campaign. This can be done in section Lists by clicking add in the Campaigns setting.
Action 3: Create Custom Activity History Fields
Next, you will need to create custom Activity History fields. This is done in section Custom Fields > Activity History. In configuring this your custom fields, make sure to mark them as searchable.
Action 4: Create a Form with the Custom Activity History Fields
4. Add the custom activity fields to a form in a Data Field (Activity History)
Action 5: Define Search Grid Columns
8. Finally, back in Forms > Activity > "Search grid columns," you can add the form field with the associated custom field content
Action 6: Map the Custom Activity History Fields to the Call List Fields
5. Go back to the blended campaign > Activity Tab 6. Edit the "Pre-fill activity history custom fields from the following lists" 7. From here, you will have the option to associate the custom field with the list field
1. Let's say you create a custom form with custom fields. 2. Form is assigned to a blended campaign 3. form fields are associated with the list columns 4. both form fields and list columns are set to be searchable 5. The form fields can be text for example and have to be associated with list columns in campaign settings.
7. You would need to configure the mapping between activity history custom fields and the list columns. 8. Please also make sure list fields are searchable, this can be configured while importing the list.
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