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When an outbound campaign is loaded into Five9, toggling to “Ready” will immediately push you to “In Preview” status to dial a lead.
You are unable to receive an IB call from the regular IB queue or to your harness number while in the “In Preview” status.
The only way you can receive an IB call from the IB queue or to your harness is if a caller is already on hold the moment you toggle to Ready status.
Letting the 2 min timer run on outbounds may ultimately cause IB calls to go to the backup queue at which point some callers opt out who would have enrolled had we answered.
Therefore, it is important to quickly work through outbound leads and only stay In Preview for a few seconds.
Letting the clock run completely through the 2 min timer will disposition the call as “Declined” and place you in an unproductive status. When going available again, the same lead will likely circulate.
Be mindful that any disposition other than No Answer or Left Message will remove the task from being circulated again so if there is still potential, you should manage via Book of Business. Even “Disconnected” will remove it so use discretion as to whether there is still potential. If so, jot the name and number to try again later.
If a lead recirculates which has already been dialed earlier in the day, click the green “End Interaction” button in the upper right corner.
Click Here for Steward Outbound Campaign specific procedures.
Shared Sheet Procedures
Click Here to access the outbound sheet.
Toggle the date and the disposition for each outbound attempt.
Add notes to the General Notes column
Exercise shared sheet etiquette - When sharing sheets, each individual has the potential to accidentally sabotage the data for other users.
Please do not change any fields other than the specific cells your are assigned to manage.
Be mindful that sorting and filtering sorts and filters for all other users unless you toggle to a personalized Sheet View by clicking “View” followed by “New” as shown below:
You’ll know you’ve successfully toggled to a personal Sheet View if the top and side bars turn black as shown below:
Click Here for a short tutorial on this topic.
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