対話結果タブ
対話結果は、 対話の結果を特定するために使用されます。例えば、対話結果は、要求されたサービスが提供されたこと、または提供されなかった理由を表します。対話結果は、レコードの検索と キャンペーン結果で保存されます。対話結果は、サービス効率の評価のためにカスタムクエリおよびレポートで使用できます。
ご注意: 対話結果タブは、対話結果を使用するオプションがプロパティタブで選択された場合のみ表示されます。
発信キャンペーンの場合、対話結果は、各コールの結果に応じてコールレコードの後処理内容を決定するためにも使用されます。詳しい情報は、発信 - ダイヤル規則をご覧ください。発信キャンペーンでは、対話結果を全てまたは個別のコールレコードに適用することができます。
プレビュータイプの発信キャンペーンの場合、対話結果はプレビューレコードに対して設定されます。このようなキャンペーンの場合、エージェントはシステムよりコールレコードを取得し、関連する発信コールをする前にそれを確認します。確認の結果、一部のレコードをダイヤルせずに破棄することがあります。その場合の対話結果は、破棄の理由 (例えば、データが完全ではないなど)を表します。
混合サービス,の場合、受信の対話結果は、同サービスの一部であるキャンペーンのコンテキストに基づいて処理されます。例えば、 お客様はキャンペーンコールに応答できなかった時にキャンペーンの発信者IDを使ってコールバックします。コールバックの結果、お客様がキャンペーン内で提供している商品を購入した場合、その受信コールの対話結果として、同キャンペーンにおいてそのお客様に対するコール試行を防ぐ結果を設定しなければなりません。尚、混合サービスの場合、以下のことが大事です。
- 受信と発信の対話結果が相互に関連すること (通常の場合、受信の対話結果が発信の対話結果のサブセットです)
- 混合キャンペーンの発信の部分が 有効 のままであること（発信アクティビティがない期間を含む）。
対話の試行が失敗した理由が自動的に認識できた場合、該当する対話結果をシステムが提供することができます。手動で特定された対話結果は、エージェントデスクトップで表示され、後処理を含む対話処理中のどの時点でもエージェントにり選択できます。対話結果は、シナリオによって設定される場合があります。
Screen Properties
Show dispositions for
This option is displayed only for outbound and blended voice services. To review and edit dispositions for inbound calls and list records, select inbound. To review and edit dispositions for outbound calls and list records, select outbound. To review and edit dispositions for preview records, select preview record.
List of dispositions
This option lists the dispositions for this service. For the services that comprise different types of interactions (inbound, outbound, preview records), the list will display only the dispositions corresponding to the interaction type selected via the Show dispositions for option.
For each interaction type, the system provides a pre-defined set of dispositions. You can edit such predefined dispositions, remove some of them, define new ones, and arrange them in your own folders. The purpose of each predefined disposition is explained in the Description field, which you will see when you click a disposition once.
Even though the system provides a predefined set of dispositions for each new service, you can still control whether these dispositions will or will not be made available to agents for selection when they handle interactions associated with the given service. Furthermore, you can control whether the use of dispositions is mandatory or optional. For more information, see the description of settings Use dispositions and Require dispositions in the Services and Campaigns - Properties tab.
Click add folder to add a new folder for dispositions and specify the folder name.
To create a disposition in an existing folder, click add in the desired folder. Specify the disposition’s Name (mandatory and must be unique within the given interaction type within the service) and provide a free-text Description (optional).
By default, dispositions that you define will be made available to agents for selection during interaction handling. If you do not want the given disposition to be shown to agents (e.g., you intend to use this disposition in scenarios only), unselect the Agent can select checkbox. Note that dispositions unavailable to agents appear in the disposition list in italic.
Select the disposition type
- Success (completes record or case) for dispositions indicating successful interaction processing (e.g., the customer has accepted the offer) or closure of an email case
- Failure (completes record) for dispositions indicating unsuccessful interaction processing without subsequent attempts (e.g., the customer has rejected the offer); this type is available for voice services only
- Do not Call (completes record) for dispositions indicating that the customer has requested not to be contacted again for the given reason; this type is available for voice services only
- Continue for dispositions indicating unsuccessful interaction processing with possible subsequent attempts (e.g., the customer has asked to be called again at another time) or expected continued processing of an email case; by default, any new disposition of this type is associated with action Reschedule (24h); for more information, see section Outbound - Dial Rules
- Spam for dispositions indicating an immediate closure of an email case because the incoming message was spam
For services that comprise different types of interactions (inbound, outbound, preview records), you can also specify if the disposition you define for one interaction type shall be available for interactions of other types within the same service. Select such desired additional interaction types via the Scope option.
If, in addition to the disposition name, you would like to use a short alphanumeric code, specify it in the Code field. Disposition codes are optional, and when defined, will appear in campaign results along with disposition names. Codes can also be used instead of disposition names when setting dispositions in scenarios. A disposition code can contain up to nine characters; any characters are allowed. Note that the system does not check uniqueness of disposition codes.
To modify or delete existing dispositions or folders, hover over their names. Note that most of the dispositions in the Connection Problem and System folders can be only modified, but not deleted, because they are used in the built-in dial rules (e.g., automatic rescheduling of unsuccessful campaign calls).
Import
The Import option imports dispositions and allows you to define dispositions externally and import them in the .CSV format. For each disposition, the following fields must be defined in the specified order:
- Name
- Folder name (disposition category)
- Description
- Code
- Agent can select (true, false)
- Type (SUCCESS, FAILURE, CONTINUE, DO_NOT_CALL)
- Is inbound (true, false)
- Is outbound (true, false)
- Is preview (true, false)
- System type (if defined, the disposition will be followed by the same actions that are defined for the corresponding default dispositions in the Connection Problem and System folders)
- Possible values include the following: empty string, DROPPED, BUSY, NO_ANSWER, FAX_MODEM, ANSWERING_MACHINE, SILENCE, INVALID_NUMBER, OTHER_CONNECTION_ISSUE, ABANDONED, CONGESTION_REMOTE, NO_AGENT, NO_DISPOSITION, SKIPPED, SYSTEM_FAILURE, AGENT_FAILURE, FINALIZED_BY_DIAL_RULE, MAX_ATTEMPTS_REACHED, DISPOSITION_NOT_FOUND, PHONE_NETWORK_UNAVAILABLE, RECORD_EXPIRED, CALL_FAILED, FAST_BUSY, ANNOUNCEMENT, NETWORK_ANNOUNCEMENT
- Service type (since many dispositions are service/media-type-specific this field must be defined to make sure that the dispositions are not imported into a type of service they are not intended for)
- Possible values include the following: INBOUND, OUTBOUND, BLENDED, CHAT, EMAIL
Each value must be enclosed in the quotation marks. Optional parameters must be set to an empty string when not defined.
An easy way to create an import file is to export an existing list of dispositions (see Export below) and modify it as may be necessary.
Export
This option exports dispositions in .CSV format. The exported file can be used as a template when defining dispositions externally and importing them into the system. For specification of the fields, see the description of the Import function.