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Contents
- Video Overview
- Creating a Call Queue
- Custom Dispositions
- Manual Enrollment
- Automated Enrollment
- How to Use the Call Queue
- Using Dispositions as Status Triggers
Video Overview
The video below covers the basics of Builder Prime's Call Center Dashboard.
Creating a Call Queue
1. Navigate to Admin > Configure > Call Center.
2. In the "Call Queues" widget, click the green + New Call Queue button.
3. Fill out the top part of the form with:
- Queue Name
- Priority (1 = highest, 10 = lowest)
- Description
- Status
- Start/End times
- Settings for including weekends/holidays
- Option to pause enrollment if the lead status changes
4. Fill out the Call Queue Task Definitions
- This is where you can control the frequency of task creation.
- Task creation is based off when the previous task was completed.
- Example: A task is set to be created every 30 minutes. If the task is completed at 12:15, the next task will be created at 12:45
- You can create a completely custom sequence of events, or you can choose to have the tasks created ongoing every X days, hours, or minutes.
5. Set Call Queue Disposition Rules
- Set rules based on different call outcomes. You can choose to move to another queue, remove from queue, or remove from queue and mark the contact as DNC.
6. Save & Close
7. Repeat if you'd like to set up multiple call queues.
Custom Dispositions
Under Admin > Configure > Call Center, you now have the option to create custom Call Dispositions or outcomes. Within the Call Dispositions widget, click the green + New Call Disposition button to add a disposition name and to indicate if the disposition means the call was connected.
Manual Enrollment
1. To enroll a client in a call queue manually, open the client record and look for the new Call Queue Enrollments widget.
2. Click the green + Enroll in Call Queue button.
3. Choose the desired queue and press the Enroll button.
Automated Enrollment
1. To automate call queue enrollment based on a lead status, navigate to Admin > Configure > Lead Statuses.
2. Click into the lead status where the call queue automation should be added.
3. Click the green + New Automation button, set the action type as Enroll in Call Queue, and press Save.
4. Click the green + New Call Queue Action button and choose the desired queue from the drop down.
5. Save & Close, and the automation will be live for leads entering this status going forward.
How to Use the Call Center
1. Navigate to Call Center from the left menu. Calls will be automatically prioritized based on priority level of the queue and when the entry as added. Newer entries will be at the top of the list.
2. Click the button at the top to Take Next Call.
3. Taking the next call will automatically assign yourself to the task and open the client record.
4. Once the call is complete, click the gray check mark to set the disposition and mark the task as complete.
5. After choosing the disposition and adding notes, click Set Result & Close. If there are additional tasks in the sequence, the next entry will be created and populate in the queue accordingly.
Using Disposition as Lead Status Triggers
The Call Dispositions can now be used to update lead statuses automatically.
1. To add a trigger that will update a lead status based on the call outcome, navigate to Admin > Configure > Lead Statuses.
2. Click into the lead status you would like to link to a Call Disposition.
3. In the center of the widget, is a dropdown to add a trigger. Choose "A call disposition is recorded as" and then the specific Disposition.
4. Going forward, if the Call is Dispositioned as the selected option, it will update the lead status to the selected lead status.
