This article is part of the Implementing Omni series. The previous article is Creating Projects for Omni.
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 ending reason, 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.
In a customer service environment, the call ending reasons you use will primarily be about monitoring and reporting. As such, you may want to define your own, instead of using the default options.
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.
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.
Creating a global call ending reason
To create a call result that is available in all your projects, in your Admin account:
- Go to the General Settings page.
- Go to the Global call ending reasons page.
- Click the Create new button.
The Global reason dialog will open:
- Type a name for this reason in the first field. This is the name that will appear in the list of options the agent can choose from, and in call result reports.
Choose something that will communicate the level of detail you need – this may be as simple as “Issue solved” and “Waiting for further info”, or you could use this to record what type of call it was, if you want to monitor what your most common types of calls are.
Removing settings and Moving settings
These options let you manage the contact, removing it from the contact list or moving it to another list. For most purely customer service Omni environments, you probably don’t need these options.
For Omni, these settings are only available as part of a Global call ending reason.
If the agent selects this call ending reason, LeadDesk will automatically send an SMS template of your choice to the customer when this call ending reason is selected.
If you want this global reason to send an SMS when selected:
- Click the Message templates drop-down list to select the template to use for this call ending reason.
- For Omni, the SMS template selected for this call ending reason will be sent automatically, with no input required from the agent. If this call ending reason might also be used for outbound, click to tick Automatic sending to have the same behaviour. Alternatively, if unticked, outbound agents can see, and potentially edit, the message before sending.
As noted, the SMS templates used for this option should not include message tags. For more about tags and creating SMS templates, see Creating SMS templates.
Waiting period settings
These settings are unlikely to be used for Omni.
For Omni, the most important option in Extra settings for a Global call ending reason is Call ending reason keeps the conversation active.
In Omni, when the first message arrives from the customer, a conversation, also called a session is begun. The session continues as messages go back and forth, between customer and agent, as the conversation continues. Normally, the conversation ends when an agent assigns a call ending reason.
- To keep the session active when the agent selects this call ending reason, click to tick Call ending reason keeps the conversation active.
There is, however, an additional option in Extra settings which is only available in Project specific call ending reasons, see below.
- To make a shortcut key available to agents for this call result, click the Shortcut key drop-down list and click to select an option. Not all shortcut keys are available in all browsers. Hover your mouse over the red exclamation mark to see information about available options.
When all settings have been selected to your preference:
- Click the Save button.
Project specific call ending reasons
There are settings which are only available in project specific call ending reasons, that must be created or edited as part of the project. These settings allow you to direct messages back to a flow using a call ending reason. Note that this option does not work with calls.
- Click the Redirect messages to flow drop-down list and select the flow to which you want to send messages.
This option can be useful if, for example, you want to forward the customer to a satisfaction survey, or return them to a chatbot.
As noted, using this option will always keep the current conversation active.
Once you have a project and your call endings reasons, the next step is to create agents.