Integrations - Before the call

This article discusses how to set up integrations for agents to use before making calls. They are generally only available to agents using Outbound. For more about what integrations are, see Integrations for your projects.

Integrations are associated with projects (rather than agents or contact lists) and integrations before the call are all set up associated with a specific project.

Project settings

The following settings need to be added to each project separately, and can be configured differently for each project. In your Admin account:

1. Go to the Projects page.
2. Go to the Project List subpage.
3. If necessary, search for the project you wish to update.
4. Click the name of the project to edit its settings.

Contact preview frame

For outbound calling campaigns, you can include a webpage into the agents' view before they place a call in preview mode. This might enable the agent to see information about the contact that is not stored in LeadDesk, or perhaps simply to have a reference site to use before they call. You can specify how much of the screen is given to the site, even pushing the LeadDesk contact information so far down the page you effectively hide it.

In this example, we have included a relatively narrow frame to show the LeadDesk website in the agent's preview:

This option is only available when creating Outbound call center campaigns. It is not available for agents using Omni.

In your project settings:

1. Go to the the Calling methods section.

2. In Contact preview frame URL type (or paste!) the web address of the site to include.
3. Click the URL Variables drop-down to add selected variable to the URL. You can use the drop-down multiple times to add further variables. These will be included into the URL, to pass the selected information to the site. Options available:
   • • Agent variables - including agent's name, and ID as well as the project id.
     • Contact variables - any fields from the contact's contact card.
4. Type a Frame height to determine how much screen space is used to display the web page.

The selected webpage will appear at the top of the contact preview information before the agent places the call (in Preview calling mode) or as the contact is being called (in Progressive mode).

Mini reports

Giving agents ownership of their own productivity can be extremely effective, letting agents know how they are performing can help them work towards targets. Mini reports can be part of that process. You can select from several different metrics to show to the agent before each call, or while they are away.

The mini reports in this section are not available in Omni, because the information they can display is already on the main agent view for agents using Omni.

The mini reports can display:

• Calls in the Inbound queue
• Calls made today
• Deals made today
• Queue status
• Talk time in project

In this example, the agent can see their total Talk time in project and their Calls made today statistic.

To add mini reports to your agents' view, in your project settings:

1. Go to the Optional settings section.

To add reports in the locations shown in the above example: To add a mini report to the top right of the preview page, click the Agent's Call View Mini Report drop-down list and select the report. To add a mini report in a column to the right of the preview information, click the Agent user interface Sidebar Mini report drop-down list and select the report.

There are two additional mini report options. The Call Dialog Mini Report option is a special case, described in the During the Call section of this article.

The Agent's Away View Mini Report lets the agent see a mini report on their away page. To add a report to the agent's Away page:

1. Click the Agent's Away View Mini Report drop-down list and select the report.

Inbound tab frame

This setting is similar to the Contact preview frame described above, but is to help agents who work inbound for an outbound campaign. It puts a frame at the bottom of the Inbound page, displaying a website that you specify.

In this case, again, we have the LeadDesk website framed at the bottom of the Inbound page.

To show this, in the project settings:

1. Go to the Inbound settings section.

2. In Inbound tab frame URL type (or paste!) the web address of the site to include.
3. Click the URL Variables drop-down to add selected variable to the URL. You can use the drop-down multiple times to add further variables. These will be included into the URL, to pass the selected information to the site. Options available:
   • • Agent variables - including agent's name, and ID as well as the project id.
4. Type a Frame height to determine how much screen space is used to display the web page.