Understanding call ending reasons
At the end of each interaction with a customer, agents must record an outcome called a “call ending reason”. It remains a call result, even if the interaction occurred via email or other messages. These call ending reasons have two main functions:
- To record the outcome of the call for monitoring and reporting purposes.
- To determine what happens next with the contact. This might be to remove the contact from the current list, move them to a different list or to blacklist them, for example.
Campaign or project?
In LeadDesk, we refer to outbound campaigns and inbound projects. Depending on which you are creating, you will have the option of creating Campaign specific call ending reasons, or Project specific call ending reasons. This article refers to project throughout, but, except where noted, all options also apply to outbound campaigns.
Global- and project-based reasons
You can create call results which are available in all your projects, or call results which are tied to specific projects.
- Global call ending reasons - These are created and managed on the General settings page of your Admin account. These call ending reasons are available to all projects. For more information see the article Global call ending reasons.
- Project specific call ending reasons - are created and managed within the project they will be used in. They are only available to agents using a specific sproject.
If you have a call ending reason that you intend to use for multiple projects, it is better to create it as a global reason, then hide it from the projects that don’t use it. This reduces the chances that you create multiple call ending reasons that all do the same thing, which can result in confusing reports.
Likewise, before creating a new call ending reason, double-check that you do not have a duplicate reason already.
Call ending reasons for projects
You can create or edit call ending reasons when you create a project, or at any point after that. In your Admin account:
- Go to the Projects page.
- Go to the Project List subpage.
- To create a new project, click Create. You may be prompted to select which type of Project to create.
Alternatively, to edit an existing project, find it in the Project List and click its name. - Scroll down to the Call results section.
In the Call results section you can manage how global call ending reasons behave for this project, or create or edit new reasons.
Managing global call ending results for a project
Hiding a global call ending reason
If a global call ending reason is not suitable for use in this project, in the Global call ending reasons section:
- Click the Hide button.
You will now see (Hidden) displayed next to that reason's name. If you want to make a hidden call ending reason visible again, click the Restore button.
- Make any other changes you need to make.
- Click the Save button.
Agents will not be offered this call ending reason when working on this project.
Editing a global call ending reason
You can edit the behaviour of one of the global call ending reasons, but if you do so within a project, it will only affect the reason's behaviour for agents working with this project. Alternatively, you may want to hide the existing call ending reason and create a project reason to use instead.
To edit a global call ending for this project:
- Click the name of the global call ending reason in the list.
- Update the options you want to change (see more details below).
You will now see (Edited) displayed next to that reason's name. If you want to reset any changes and return the reason to its original behaviour, click the Restore button.
- Make any other changes you need to make.
- Click the Save button.
Creating new call ending reasons for a project
To create a new project specific call ending reason, under the list of existing call ending reasons:
- Click the New reason button.
This will create a blank new call ending reason that will only be available to agents working with this specific project.
You can now name and edit the call ending reason as required. (see below).
Editing a project specific call ending reason
To edit the options for a project specific call ending reason:
- Click the name of the call result in the list.
- Update the options you want to change (see more details below).
Unlike with global reasons, you will not see an (Edited) annotation for project specific call ending reasons.
- Click the Save button when done.
Options for call ending reasons
The options you have available will vary slightly depending several factors, including:
- Whether the call result is global or not.
- Whether the reason is for inbound projects or outbound campaigns.
- Whether you have B2B options enabled on your environment.
The screenshots in below are from an outbound campaign specific call ending reason, that does not have B2B options, unless otherwise noted.
Not all options need to be completed for all reasons.
- The first, unlabeled, field is for the name of the call ending reason. This will be shown in the list of call results for the agent, so choose something that will communicate the purpose of this call ending reason to the agent.
Removing settings
Removing a contact finalises it, meaning the automatic dialer will no longer be call it. Despite being "removed" the contact will actually remain in the contact list, but will not be visible in the list by default. You may want to remove a contact after a sale has been made, for example, as you may not need to call the contact again.
- Removes contact from contact list. If this is ticked, when an agent chooses this call ending reason, the contact will be finalised.
If you have B2B options enabled on your environment, you will see a second checkbox:
- Removes company from contact list. If this is ticked, when an agent chooses this call ending reason, all contacts with the same company will be finalised.
Moving settings
These settings move contacts between contact lists.
- Moves contact to contact list. Click this drop-down list to select a contact list. When the agent uses this call ending reason, the contact will be moved to the selected contact list.
With B2B options, this settings becomes:
- Moves all contacts of a company to contact list. In this case, when the agent uses this call result, all contacts with the same company will be moved to the selected list.
Further options;
- Retain agent assignment to new contact list. If the contact has been reserved for a particular agent, if this option is ticked, the association will be kept after the contact is moved to the new list. If this option is not ticked, moving the contact will break the assignment.
- Reset call attempts. Normally, the number of call attempts left for the contact will remain the same when the contact moves. If you tick this checkbox, the call attempts for the contact will be reset to the default value of the destination contact list
- Move number to blacklist. If this is checked, the number will be blacklisted when the agent uses this call ending reason. See blacklist
- Select global or sponsor specific blacklist. Click this drop-down list to select which blacklist to use for this call ending reason. This may be a global blacklist, or one associated with a sponsor.
Message settings
The Message settings section is only available for outbound campaigns. When set, if the agent selects this call ending reason, the contact will be sent a message based on a template. The message may be an SMS or email, depending on the template.
- Message templates. Click this drop-down list to select the message template that will be used when the agent uses this call ending reason.
- Automatic sending - Tick this checkbox to send the message automatically, without input from the agent. If unticked, the agent will see a dialog with the option to edit or cancel the message before sending.
Waiting period and calling time settings
Allows you to set a waiting period to a number, so that it will not be dialed again until the waiting period elapses. Agents can still override the waiting period if they call the contact manually or from the contact list, but predictive and preview dialing will not offer the agent this contact.
- Waiting period for called number. If the agent selects this call ending reason, the contact's number will not be automatically dialed for the specified number of Days, Hours or Minutes.
- Waiting period for repeated call ending reason. If the agent selects this call ending reason and it has been selected before for this contact number, the number will not be dialed for the specified number of Days, Hours or Minutes. This overrides the previous setting.
- Waiting period for contact's other numbers. If the contact has multiple phone numbers you can set a different waiting period for them.
You can also define a daily Calling time restriction for called contact. If set, when the agent selects this call ending reason, the contact's numbers can only be called during the specified period.
- Move number in front of the call queue when waiting period is applied to it. If ticked, the contact's number will be prioritised for calling once the waiting time has elapsed.
Extra settings
The Extra settings for outbound campaigns and inbound projects are different.
For outbound campaigns:
- Points - Sets a point value for this call ending reason. Visible on certain reports and widgets
- Transfers the call to number - When the agent selects this call ending reason, the call will be transferred to the number you specify here. The number must include country code, and destination must be a LeadDesk VoIP user, like another agent, or a inbound queue).
For inbound projects:
- Redirect messages to flow. Click to select an existing message flow. If the agent selects this call ending reason when responding to a message (not a call), the customer will be sent to the selected flow.
Shortcut key
Shortcut keys can only be set for global call ending reasons and cannot be edited in within the project settings.