Calls

Engage provides a call center functionality to facilitate verbal communications with its donors. To get a deeper insight into this feature, view the Call Center Documentation. Similarly, an account can view records of all the inbound and outbound calls made in their account profile.

Click Calls in the profile menu. Starting from the top, the "Calls" page shows:

• Last Date and Time Contacted: The date and time of the last recent call made.
• Total Calls: The total number of calls made to the account.
• Total Upcoming Appointments: The total number of upcoming appointments scheduled.
• List of Call Records: A list of all call records.

Add Manual Calls to the Donor Account

Callers can now add manual outbound and inbound calls to the donor account for recording and other purposes. Click Add Call and input the following information to save a call.

1. Call Direction: Type of call, inbound or outbound.
2. Date and Time: The date and time for the call. As soon as time is selected, it shows the duration of the call in "minutes and seconds".
3. Call Purpose: The reason why the call will be made (selected from the dropdown).
4. Call Disposition: A label describing the outcome of the call (selected from the dropdown).
5. Call Ended Reason: The reason why the call ended with the donor (selected from the dropdown).
6. Event Activity Window: For how long after a call was made should Engage attribute events (e.g. making a donation, starting a sponsorship) to the call.
7. Notes: Any notes to be added with the call.

Schedule an Appointment Directly

Callers can now schedule an appointment directly with the donor account instead of scheduling during a call. Click Schedule Appointment and input the following information.

1. Date and Time: Scheduled date and time of the appointment.
2. Timezone: Geographic region where the same standard time is used. (Usually it choosen according to where the appointment is being scheduled.)
3. Assign Agent or Team: The agent or the team which will handle the appointment.
4. Notes: Any description of the appointment.

All scheduled appointments are displayed in a separate Upcoming Appointments section along with:

• Date and time of appointment
• Status of appointment as pending or complete
• Description of the appointment in words
• A down arrow from which appointments can be reassigned to another agent, rescheduled to another time or date and **** if needed.

Observing Call List in Detail

The call record list contains:

1. Reference: The unique identification number of each call.
2. Caller: The name of the caller.
3. Started At: The date and time a certain call was made.
4. Duration: The time duration in hours and seconds for a call.
5. Direction: The type of call made like inbound or outbound.
6. Ended Reason: The end reason for a call.

You can edit a call and view its description via the pen icon at the end of each call row.

Applying Filters

You can either search or apply different filters on two parameters of the list, Direction and Status, to view a specific call.

1. Direction

   • Inbound: Incoming calls
   • Outbound: Outgoing calls

   

2. Status

   • Abandoned: Calls that are ended before a conversation is started.
   • Ended: Calls that were ended after a conversation.
   • In Progress: Calls that are still in progress and can be made again.