Call List Management 

Purpose

Interaction Center (IC) supervisors use this process to manage and maintain call lists. After call lists are created, supervisors must maintain the call list assignment and activate the call lists in order for agents to be able to access and process them.

In addition to these required activities, there are optional activities that supervisors can perform to further manage call lists. Examples include reassigning call lists to other agents or redistributing calls to other call lists, depending on the business needs. Predefined or custom search queries are available to help quickly select these calls. Call list statistics are also available to help monitor the call list progress as well.

Prerequisites

Call lists are created and exported into the IC.

Process Flow

The following process runs in SAP CRM:

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       1.      You determine which agents you want to process the call list and then make the assignment. The assignment can be made individually or for a group of agents.

       2.      In addition to manually selecting calls, you use search queries to move or redistribute call lists depending upon your business needs. You can use cut and copy functions as well as Drag&Drop to split, merge, move, or even create new call lists.

       3.      You activate the call list. Once call lists are activated, agents who are assigned to the call list can start processing them.

       4.      You monitor call list execution and progress by viewing the call list statistics, such as completed calls and unaccomplished calls.