Call Wrap-Up / Call Results
To rate a phone call, you can activate the Call Wrap-Up feature, which is displayed at the end of the phone call in the CTI Data Connector SoftPhone.
This is how it will appear on the CTI Data Connector SoftPhone.
The selected item is saved with the note as an activity in the field Call Result.
Call Wrap-Up Enabled
Y = Yes, N = No - activates the selection of a call Wrap-Up
Call Wrap selection required
Y = Yes, N = No - the user has to select a call wrap code. If this option is enabled value for report 1 has to be left empty.
See limitations when interaction log is used in Call Wrap-Up / Call Results.
Label / Value for report
The options, which are available for a call Wrap-Up, can be defined with Label 1 to 15. If no selection is done, value for report 1 is saved as default value (only if call wrap selection required = N)
The selected item is saved with the note as an activity using the text, which is defined as: value for report. You can either use the same text for the report as the label or use another value.
Example:
Label: Send Quote - Value for Report: Send Quote. The text Send Quote is saved for the report.
Label: Send Quote - Value for Report: CODE-SQ. The text CODE-SQ is saved for the report.
A different value for the report e.g. makes sense, if you configure adapters in different languages but you want to have the same result text in the report.
See also: Reports and Dashboards
If you want to update fields depending on a phone call, create a workflow within Salesforce and use the 3 call specific fields (Call Type, Call Result, Call Duration) described in Call Center Configuration to trigger the workflow.
If you want to have different options depending on user groups (e.g. sales and support or you have locations in different countries) you can install multiple Call Center Adapters.
Activity History
A good idea is to add the call Wrap-Up code in the activity history view. One glimpse and you are informed about the result of the last call.
Missed Call and No Answer
There are 2 special call results.
•If you enable Autosave unsuccessful incoming calls, an activity is created with the subject line: Missed Call and the call result: Missed Call. You can change these values. Subject line: Missed Call Label and the call result: Value for report Missed Call
•If you enable Autosave unsuccessful outgoing calls, an activity is created with the subject line: No Answer and the call result: No Answer. You can change these values. Subject line: No Answer Label and the call result: Value for report No Answer
Call Wrap-up manual selection for unsuccessful outgoing calls
By default, a call result can not be selected for unsuccessful outgoing calls.
However, if this is required set Call Wrap-Up for unsuccessful outgoing calls = Y. As default value in the picklist, the text configured in: No Answer Label - will be used. If this text is empty, then the value from Label 1 will be used.