LD Admin - Search

 

 

From the Overview (1) > Search (2) you can look up contact cards and their history.

Contents:

 

 

Searching


A search can be done in several ways:

  1. Search by number works via <country code> <phone number>.
    The country code is filled out with your default country code. 
  2. Call ID and Contact ID are helpful if you're using the API access or replication database access. 

It is possible that several cards have the same phone number; this happens if you do not choose to delete duplicates during the upload of a list or if agents add new cards manually. Searching based on an ID number is far more specific then checking based on a name or number.

  1. Searching on a name of the person or company is the most common way of searching. 
    Asking your agents to follow a certain naming convention will help with searching for contact cards.
    At least 4 characters are required to do a search.
  2. Searching based on a product name (service) can be helpful if you're interested in the performance of a certain product/service, rather than the contact person. These values come from Admin > Products section.
  3. If you're using the Meeting calendars, you can use this field to search for the name of a calendar (appointment).
  4. The audio player allows you as an admin to listen to the recordings of agent.

NOTE!
- You need to allow your browser to make use of your headset.
- Recordings are stored for a limited amount of months, based on your agreement. Default is 3 months. If you want to extend the time, please contact your key account manager.

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After a succesful search, you'll see 3 sections. Below a description of their content.

  1. Phone numbers - Here you can find all contact cards which the system can find.
    • Status - Current status of the contact card.
    • Time created - Creation timestamp of the contact card in a specific contact list.
    • Phone number - Full phone number as saved in the contact card.
    • Name - This is a combination of <first name> <last name> as defined in the contact card.
    • Company - Company name as recorded in the contact card.
    • Contact list - The name of the contact list in which this contac tcard is stored. 
    • Campaign - The name of the campaign to which the contact list is attached.
    • Comment - Any contact card can have a general comment, not to be confused with the contact comment. The general comment allows you to give general information available for the agent.
    • Delete phone number - This allows you to remove the phone number completely from the contact card. Its history will still show in the call history but the number will not be selectable for the agent any longer after having used this feature.

 

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  1. Orders - Here you will find all orders attached to the contactcards that the system could find based on your search.
    • Date - The timestamp when the order for this contact card was send.
    • Agent - The agent that registered the order.
    • Phone number - The phone number which was called to make the order under. Keep in mind that there might be other numbers available in the contact card.
    • Name, company, address, postal code and city - Values fetched straight from the contact card where the order was made on.
    • Order comment - If an agent filled out the order comment in the contact card, it will show here.
    • Voice receipt - Certain countries legally require a voice receipt to be made during a call to confirm the order. This recording is a smaller voice clip within the normal recording that LeadDesk makes.
      This can be made mandatory from the Campaign settings.
    • View/edit - This allows you to review the contact card and the order to make changes directly into the system.

  

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  1. Calls - Here you will find the call history, based on the search that you did. The calls will show in chronological order.
    • Date - The timestamp of when the agent started to call the customer. This will show all call attempts; both connected calls and calls that did not connect.
    • Phone number - The number which the agent called to. If an agent calls two numbers within one contact card, the overview will show these calls in two different lines.
      You can hover over the icon with your mouse to show the direction of the call (outgoing, inbound).
    • Agent - Shows the agent's name who made the call.
    • Name - This is a combination of <first name> <last name> as defined in the contact card.
    • Company - Company name as recorded in the contact card.
    • Contact list - The name of the contact list in which this contact card is stored. 
      If a call was made manually or received via inbound and the contact card was not saved by the agent, the contact list value will be empty.
    • Campaign - The name of the campaign to which the contact list is attached.
    • Duration - This is how long the call lasted. 
      Tip: "simulated calls" have a default duration of exactly 1min 0s.
    • Comment - This the comment left by the agent for this specific call. Not to be confused with the contact card comment mentioned above.
    • Status - Indicates what happened with the call attempt (answered, not answered, busy..)
    • Call ending reason - The call ending reason selected by the agent.
      "Continued call" refers to the agent first calling a single number within the contact card, not closing the card (and thus not having a reason selected), and calling another number from the same card. The continued call status does not change the status of the contact card.
      "Not selected" refers to the agent not choosing a reason. This can happen when they force a refresh on the interface or if they close the program during a call.
    • Full call - If a call was made (line connected for more than 5 seconds) you have the option to "Play" the recording via this interface (marker 8 in screenshot above) or download the call to your computer.

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