Adding Call Purposes

Who can use this feature?

The main Product Owners along with the members having Admin Roles or Call Center Manager access granted.

Call purposes in a call center refers to the reason or objective for which an agent initiates a phone call towards a donor. In Engage, these reasons appear the moment a call is ended. Some of these reasons are set as default by the system itself e.g. concluded, no answer, etc.

Admin users including call center managers have the priviledge to add a new call reason or edit any existing one in Engage. Click on Admin in the header menu, Call Center and then Call Purposes from the side menu. On the Manage Call Purpose screen, click the + Add Call Purpose option, name the purpose, add any description and select OK. All call purposes appear in the form of a list along with their names.