User Guide - Management Console - Data Management - Lead and Call Records/Views

User Guide - Management Console - Data Management - Lead and Call Records/Views

Data Management

Lead and Call Records (Views)


As we have discussed, the ChaseData CCaaS system revolves around Contact information, which is stored as Contact records in the database.  We first import this information through a comma-delimited (CSV) file, often as leads, and then the system appropriately updates each record every time there’s a corresponding activity (e.g. a call).

In order to access this information, ChaseData CCaaS provides a search tool named Views, which we discuss here.

To access it, go the main menu area on the left, and click on the Views menu; you will be presented with the standard search panel and options.  You can either perform a standard Search or proceed to an Advanced Search.  Refer to the following picture.




Standard Search

A standard search is a quick way to search Contact records based on common filters; certainly, you could not include any filters and get back the whole database, but that’s not recommended for obvious reasons. Refer to the following picture.




The following filter options are presented when you first access the Views panel, allowing you to select one or more as described in the following table.


Campaigns

Pull-down menu to select one or more Campaigns so only Contact records from those campaigns are searched; by default, All Campaigns is selected

Agents

Pull-down menu to select one or more Agents so only Contact records that have last been dispositioned by those agents are searched; by default, All Agents is selected

Results

Pull-down menu to select one or more System Dispositions or Wrap-up Codes so only Contact records that were dispositioned with them are searched; by default, All Results is selected

Additional Search

Pull-down menu to use additional criteria for Contact record search filtering; by default, it is set to None; a selection brings up additional elements to define corresponding search values; most of these Additional Search options are types of date ranges, but not all; they are: Create Date, Last Activity, Primary Phone, Smart Search, Last Call Date, and Call Date.


If the Additional Search option selected is a date range (Create Date, Last Activity, Last Call Date, and Call Date), two new pull-down menus are presented in order to select the start-date and end-date (i.e. date range) to satisfy the search criteria.

If the Additional Search option selected is Primary Phone, a new input field is presented in order to specify a telephone number; the search will look into the system-provided PrimaryPhone field for any record that matches the value provided.

If the Additional Search option selected is Smart Search, a new input field is presented in order to enter a value that will be used as ‘keyword’; any indexable/searchable field will be looked upon for a match.

Refer to the following picture.




In any case, after specifying the search parameters and clicking on Search, the search results are presented.  Refer to the following picture.



Advanced Search

If instead we click on Advanced Search, a new search window pops out presenting a more complex set of search options. Refer to the following picture.




The Advanced Search window allows using the same search parameters as in the Standard Search, and a few more, but also all together in a single window making it easier to visualize the options together.

On the top are we can see the date-range options; start by expanding the pull-down menu to select the type of dates to search for, and then proceed to select the corresponding start-date and end-date. Refer to the following picture.




Instead of using a specific date range (Fixed Dates), you could use the shortcuts in the right-top pull-down menu to just indicate to search (for the date-type) Contact records that correspond to Today, Yesterday, the last Week, or the last Month; the date fields are disabled when selecting one of these shortcuts. Refer to the following picture.



As previously mentioned, the Advanced Search window also includes the search options used by Standard Search. Instead of offering a pull-down menu, it presents a scrollable list-box to make the selections for Campaign, Rep (Agent), and Call Status (Result); it also adds Sub-Campaign as an additional filter option.

Just like with dates, it also provides shortcuts via select-buttons to only show Call Status of types other than Any Result: Callable and Non-Callable.

The Advanced Search window can also be used to search specific Contacts by specifying one or more of First name, Last name, Phone, City, State, Zip Code, or Client Id, which correspond to the FirstName, LastName, PrimaryPhone, City, State, ZipCode, and ClientId system-provided fields.

It’s also possible to filter the search based on the number of Call attempts; select a logical comparison option from the pull-down menu (default is Not Selected), and then enter a value in the box that appears next to it after selecting a comparison option.  The logical comparison options are MoreOrEqual, LessOrEqual, and Between (non-inclusive).

Refer to the following picture.




Finally, the Advanced Search window allows to filter search results by one or more call types using the Select Call Type(s) pull-down menu; the options are None, Outbound, Inbound, Manual, Transferred, Conference, Progressive, and TextMessage, and they refer to the last call type for the corresponding Contact.