Campaign Statuses, also known as Dispositions, are selected at the end of every call. Examples of these are: sale, test call, hang-up, existing customer, DNC, etc.. These provide an easy way for agents to mark leads correctly and aid in reporting.

Sign in to the admin portal for Ytel Contact Center. From the admin portal dashboard, click on Campaign > Campaign Statuses



Let's start with "Custom Statuses". These statuses are campaign-specific and will only be available/selectable for agents that are logged into the campaign they are created for.

Once you click on "Custom Statuses" choose the campaign you will be adding this custom status to and click on the modify or add button on the far right

Status: Abbreviation for your Disposition that will appear on reports, this must be 1-8 characters in length

Description: Full Description of your Status that your Agent will see upon entering the Disposition Screen, this must be 2-30 characters in length

Each status has a number of options of how the call will be designated when that disposition (status) is selected. These sub-statuses are important as they pertain to reporting.

  • Agent Selectable: Enables whether the agent is permitted to select that disposition.

  • Human Answer: Setting to Y will use this status when counting the human-answered calls.

  • Selectable: This is what Determines whether or not your Agent can select/See the status upon entering the Disposition Screen.

  • Human Answer: Setting to Y will use this status when counting the human-answered calls.

  • Sale: Setting to Y will include this status when calculating total sales.

  • DNC: Indicates that this Status should not be called again/Status will be included in the calculations of the DNC totals.

  • Customer Contact: Indicates that the call was answered by a person, and will be included when calculating total human answered calls.

  • Not Interested: Indicates that the status should not be called again, but is not included on any DNC lists.

  • Unworkable: Indicates that the lead is not viable, regardless of whether the customer was interested or not.

  • Callback: Setting to Y will pop up a Calendar for your Agent to set a Callback.

  • Completed: Indicates that the Lead is done but does not fall under DNC, Not Interested or Unworkable

Click on the "+" once complete and you are DONE!

SYSTEMWIDE STATUSES

Systemwide statuses are used for all campaigns. To create a new one, select "Systemwide statuses > Add systemwide status"

Fill out the fields as you would when creating a custom status.

Then click "SAVE" at the bottom

There you go! This status is now visible to all agents in every campaign across your Ytel Contact Center system!

Note: You can clone custom statuses from one campaign to another. Simply click the clone button, then select the campaign you wish to copy from, and then select which campaign(s) you would like to copy to.

We're here to help - if you need assistance, please contact the Ytel support team via email at support@ytel.com or you can click the live chat button at the bottom right of your screen.

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