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CallShaper Outbound Software  Sept 2016 .pdf


Original filename: CallShaper Outbound Software  Sept 2016.pdf
Title: What’s New at callshaper
Author: Callshaper

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What’s New At
September 2016
This newsletter is designed to
keep you up to date on new
features, provide tips and
answers to frequently asked
questions.
In this edition: Center Library


Lead Post,



Abandon Call Search,
and



Call Transfers

LEAD POST
The options for filtering duplicates within a Lead Post have been
expanded. Previously, you could filter by “Using Campaign Level
Setting”, “Converted Sales” or “Do Not Filter Duplicates”. When you
filtered by “Use Campaign Level Settings”, that option also filtered out
all previously converted leads.
We understand that in some instances, you may not want to include
converted leads in the duplicate filter. This is why we have made
changes to the filter options.
Now in the Filter Duplicates drop-down, we have limited the options to
“Use Campaign Level Settings” and “Do Not Filter Duplicates”. To
choose whether or not you would like to filter previous converted leads,
we have added the field titled “Filter Previous Sales”.
For more information, refer to the Lead Post section of the Help Center
Library.

Our intuitive user interface allows business users to get the control and reporting they need.
No need to be a technical guru.
ABANDON CALLS SEARCH
Have you ever wished you could generate a list of calls that have
abandon in your queue? Now you can.
We have recently added “Abandon” to the Dial Results filter drop-down
in the Call Search screen. Use this filter to view the abandon calls in
your campaign during the time frame selected.
If the call was abandon, the detail will also be listed in the Call Results
section of the Call Detail Screen – General Tab.
We are currently working on adding this field to the Exports Report.

This is a tough business where margins can be small.
Having accurate information to manage the campaign is vital to its success.

SEPT 2016

WHAT’S NEW AT CALLSHAPER

CALL TRANSFERS
The transfer start and end time has always appeared in the Transfers tab of the Call Detail screen. We have
now added a new field titled “Agent Disconnect Time”. This field reflects how long the agent spent on the
transfer portion of a call. CallShaper has added this information to the Transfers tab.
To view the amount of time the agent spent on the transfer portion of a call, you would go to the Transfers tab
of the Call Detail screen (below). The Transfers Tab will show you if there was a transfer associated with the
call, when the agent disconnected from the transfer, when the transfer started and ended, who the call was to
and from, the results of the transfer and the duration of the transfer portion of the call.

For more information on this tab, see the article titled Call Detail – Transfer Tab in the Help Center Library.

Ease of use is important because we feel that technology should help achieve the business goals and
not get in the way.

MEDIA ATTRIBUTES
Do you have campaigns that take incoming calls? Would you like a better way to report their activity? Check
out the Media Attributes and the Media Report articles in the Help Center Library.

Quickly measure performance with accurate reporting.
CALLSHAPER

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