Sales Dialler Enhancements

User Profiles:

• Ability to amend and specify which sections each member can access (e.g., download options, all contacts, call logs, incoming calls, etc.).

• Note: We are still awaiting the urgent removal of the download option for Members as previously discussed.

Dashboard Dispositions Customization:

• All Call and Agent Analytics should display dispositions defined as success (e.g., Completed and Cancelled) rather than default or irrelevant categories.

• Only Completed and Cancelled should be categorized as successful, with all others marked as unsuccessful.

• Live view of this on Dashboards; To show how many calls vs success we’ve had, per campaign (or per client by using the Contact Number we’ve called from to identify who the client is)

Reporting Enhancements:

• Exportable data showing detailed metrics per call, including Ring Time, Call Duration, and After Call Work.

• All data available to be exportable, and to be able to have a filterable view by disposition (E.g. Completed/Cancelled, what is the average)

• Efficiencies: Insights into average handling time (AHT), After Call Work (ACW), and Ring Time, filterable to specific dispositions (e.g., Completed/Cancelled).

Productivity Metrics:

• A dashboard that displays Ring Time, Duration, and After Call Work vs. 7.5 hours/day (37.5 hours/week) in percentage form.

• Code changes to log break/lunch/other activities directly in the Sales Dialler (not the main JustCall page). Reporting on time spent in these activities must also be exportable.

• Distinction between Campaign Time (Dialling) and Non-Campaign Time on dashboards and reports.

Live Report Section

• This to be synced with the above rules on dispositions, to show what is completed, cancelled, reattempted, what is successful, e.g. Outbound, Successful (Completed/Cancelled), Abandoned.

• Each agents productivity % to be shown on this, e.g. amount of time in campaign vs shift time, and a %.

• Each agents live activity when on or off a call.

Addition

• Introduction of Hold options, along with associated reporting to show amount of time in the activity, per call, as above, plus the ability to customize Hold Music.

• Enhanced Manual Callback Efficiency: Allow agents to dial via the Sales Dialler Contact Number directly by clicking a phone icon in the 'Incoming Calls' section, selecting the appropriate number, and dialling seamlessly.

Attempt Data

• Data easily viewable to show the amount of attempts it takes to be successful, at specific times

• Most successful timeslots by day, hour, minute (15 min intervals). Ability to filter by each weekday/weekend/time.