RELATED IDEAS
IN PC your data does not include Agent Name and ID for all dispositions or classification
The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur
Thanks for the additional information Will. - Kurt
The request is to have the agent name or ID (Both) for every record in LIST and Attempts files for the dialer (InContact). I can get this data by joining Contact History to Attempts and List but this is a lot of manual work not in real time that I am doing to overcome this gap.
I have added this to our Feature Enhancement Request backlog. - Kurt
Kurt, I need you to look at the file that is provided by InContact at the end of the dialer campaign. If a call is dispositioned/exhausted/closed it needs to have the agents name and ID that placed that call. You have the data because I am doing several joins to YOUR data to accomplish this ask.
Will, do you want the system to add a disposition to the calls that the system dialed and annotate the record with the agents name so they get credit for the automated dial done on their behalf?
If so, we have a request for adding dispositions to calls that the system dialed that may provide the functionality that you need. If it does fit for you, I can add your company to the list of customers that have requested the functionality. - Kurt