To ensure your outbound calls are properly logged in your CRM, it’s important to select the correct outbound category. This feature helps map your activities to the appropriate queue, ensuring accurate reporting and organization of your calls.
Steps to Set the Outbound Category:
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Access the Agent Status Bar:
- In your Contivio interface, navigate to the agent status bar located at the top of your softphone or browser window.
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Select the Outbound Category:
- From the category dropdown menu, choose the queue you’ll be operating in. This could be a sales queue, support queue, or any other queue configured by your call center.
- Make sure to select the category that best matches the purpose of your outbound activities (e.g., Sales, Support, or Follow-up).
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Confirmation of Category:
- Once selected, your agent status bar will update to reflect the chosen queue, confirming that your outbound calls will now be logged under that category.
Note: This is a one-time setting that stays active until you manually change it again. If you switch queues or roles, you will need to update your outbound category accordingly.
Why Setting the Correct Outbound Category is Important:
- Accurate CRM Logging: Ensuring that outbound activities are categorized correctly allows the CRM to log call details under the right queue.
- Queue-Specific Reporting: Reports generated for each queue will include only the relevant outbound activities, which improves accuracy for both performance tracking and customer follow-up.
- Consistency Across Calls: Selecting the proper category helps avoid confusion when reviewing call logs or reports, ensuring that all calls are tied to the appropriate department or team.
By following these steps, you can ensure that all your outbound activities are properly mapped to the correct queue and logged accurately in your CRM system.