Manage Contacts

overview the manage contacts screen is a critical tool for the supervisor , enabling the end to end management, viewing, and filtering of individual customer records (contacts) within a specific lead this screen provides the interface for supervisors to perform data hygiene operations and analyze contact status before and during a campaign how the supervisor uses the manage contacts screen the supervisor uses this screen to manage the contact list view, filter records based on specific criteria, and trigger immediate data operations on the selected contacts 1\ contact list view and filtering the primary area of the screen displays a comprehensive table of all customer contacts in the selected lead the supervisor can refine this view using the following filters filter area purpose key filtering options provided leads selects which specific lead's contacts are displayed in the view a list of all available leads (e g , 'bfi', 'zomato demo') number of attempts allows filtering contacts based on how many times the system has attempted to call them specific number or range of attempts call type filters contacts based on the last dialing method used to reach them e g , 'auto dial', 'manual preview dial', 'click to call dial', 'inbound dial' customer status filters contacts based on the technical outcome of the last dialing attempt e g , 'user busy', 'no answer from customer', 'wrong number', 'answering machine detected' disposition status filters contacts based on the business outcome assigned by the agent after the call the outcomes are dynamic as defined in the diposition plan assigned in the campaign table filters provides an option to define and apply complex or saved filter combinations to the contact list view allows filtering based on multiple criteria simultaneously data action operations these buttons allow the supervisor to execute immediate operations on the selected contacts or retrieve real time lead performance metrics fetch usage triggers a data retrieval or refresh of the contact list view to ensure the supervisor is looking at the most current information available in the system churn usage this action initiates a process to mark selected contacts as 'churned' or permanently removes them from the active dialing pool, effectively retiring them from the campaign ccaas dialer use cases strategic status reset ("churning to not tried") use case scenario & trigger dialer action (strategic churn) max attempts override the lead record hit the predefined system limit for attempts (max attempts reached) but a new, high priority list needs to be run (e g , a critical product announcement list, or a regulatory deadline list) an administrator or supervisor manually overrides the terminal status and resets the lead to not tried a new, higher attempt limit may be temporarily assigned to this specific campaign temporary system error re queue a large batch of leads received an internal system disposition (e g , provider temp failure, provider failure or a short term telco issue) the user identifies leads with specific error codes and "churns" the records back to not tried for immediate placement in the next dialer cycle get lead summary usage retrieves and displays real time, high level performance metrics for the current lead (e g , total contacts, dialable count, completion rate) without requiring the supervisor to navigate to a separate reports section get dialable number usage displays the live count of contacts currently available to be dialed this number is critical as it reflects the records that meet all active criteria (e g , within the configured time window, not exhausted maximum attempts, etc ) churn exclude disposition usage this action modifies the churn process by excluding any contacts that have been marked with a specific disposition status (e g , 'successful sale') from being removed from the list