RETURN TO THE MAIN SUPPORT PAGE
This guide explains how to use the History icon to access the Unprocessed list and (re)categorize
a callvoice & video calls as a Lead, Customer or Other.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Access the Unprocessed List
(A) History - Click to access the Unprocessed list. The (B) number badge above the icon indicates how many unprocessed calls need your attention. Note: This number includes both voice and video calls if video calls are activated on your account and enabled at the locations you are assigned.
Unprocessed list
(C) Select Item - Click the communication to open up its details and begin the processing sequence. Note: The steps involved in processing a video call are the same as a voice call. For more information on how to watch a video call recording so it can be processed, skip to (P).
(D) Recognized Number
(E) Review Lead/Customer information - Upon clicking an item, this right panel appears for recognized numbers. Review the Lead or Customer information before listening to the call. You can click (F)Find to open a search panel to disposition the call to a different existing Lead or Customer or, perhaps a different Lead for the same phone number.
(G)Play - Click to listen to the call. Note: If this were a video call, you’d see options to play the recording as well as expand the video and download it to your computer. Refer to steps (P) - (V) for more information on watching a video call.
(H)Lead/Customer/Other - Click the appropriate label. This will remove the item from the list and decrease the number badge above the History icon by 1.
(I) Unrecognized number
(J)Play - Click to listen to the call to better understand if the call is a Lead, Customer or is unrelated to storage such as a telemarketer. Note: If this were a video call, you’d see options to play the recording as well as expand the video on your screen and download it to your computer. Refer to steps (P) - (V) for more information on watching a video call.
(K)Find Lead or Customer - Unrecognized numbers do not produce the same information in the right panel as Leads and Customers. Enter any identifying information heard in the call and click Search.
(L) Results - Locate and click the correct record.
(M) Confirm - After selecting the correct result, this Merge popup will appear. Click Confirm to merge this call with the correct, existing Lead or Customer record. This will remove the item from the list and decrease the number badge above the History icon by 1.
(N)Lead - If there are no correct results in the Find Lead or Customer area, this means the caller is a new Lead. Click to categorize the call as such and you will then be brought to a new Lead card. This will remove the item from the list and decrease the number badge above the History icon by 1.
(O)Other - Select if the call is not storage related, such as a telemarketer, wrong number, or vendor. Depending on your management settings, you may need to select the type of Other caller. This will remove the item from the list and decrease the number badge above the History icon by 1.
Video Calls is subject to limited availability.
Controlling Your Video Call Playback Options - Note: The steps in processing
avideo
callcalls are the same as voice calls. Steps (
VP) - (V) explain how to
viewcontrol the video call playback. It also may take some time for calls to appear in your list.
(P) Play - Click to watch the video call. The screen will be split in half with the inbound caller on the left and the Agent on the right. As the video call is playing, the timer will progress until it reaches the end of the call.
(Q) Volume - Click to open your volume controls. You will be able to mute the volume as well.
(R) Maximize the Screen - The video will play underneath your disposition options. Click this square to increase the video call size to your entire monitor.
(S) Additional Options - Click this to open additional options. These options are explained in (T) - (V).
(T) Download the Video - Click to save an Mp4 file of the video call to your computer. This will allow you to send the video call file to various stakeholders to watch.
(U) Playback Speed - This provides you with options on either how fast or slow you want the video to play. If the speaker(s) are difficult to understand, it may be easier when the playback speed is reduced to less than 1.
(V) Picture in Picture -
Click this to open the video call in a separate screen that will appear in the bottom right corner of the CallPotential screen. This allows you to watch the video call while interacting with CallPotential and possibly leaving History all together.
