The Administration » Company Setup tab is a tab that allows administrators to configure settings that apply to all users and managers across the organization. This guide provides a comprehensive walkthrough of all available options to ensure a seamless and optimized workflow.
- In the Administration tab, click on the Company Setup tab.
- The Company Setup tab has seven sections, where you can modify the below org information as needed:
❖ Dialer
❖ Reports
❖ Advanced
You can expand or collapse the sections using the
icons.
Dialer
- Enable Duplicate check – By default, Yes will be displayed. When enabled, duplicate records are identified and flagged, ensuring data accuracy during imports. When disabled, duplicate records will not be checked.
- Enable Duplicate Check based on – By default, Org level will be displayed, if the Duplicate check is enabled. Specifies the level at which duplicate records are checked:
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- User level – Duplication check by user level. When selecting this option, each record/prospect in the Call List will undergo a duplication check, uploaded by the same user (Sales Rep)
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- Org level – Duplication check by org level. When selecting this option, each record/prospect in the Call List will undergo a duplication check, uploaded by the same or different user (Sales Reps) in an organization
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Phone Columns for Dialing (AI Parallel Dialer only) – The phone column Phone and Mobile will be displayed by default. This will be displayed in the Add Records From <CRM Name>, Add Records From CSV, Add Contact From Cadence, and Setting Summary windows, by default for AIPD only.
An Info icon displaying the tooltip "We recommend not to select HQ/Main numbers for better experience", is available next to the label name.
NOTE: A minimum of one Phone column is required in this field. If you trying to save without one Phone column, the below alert message will be displayed, upon clicking Save.
- Enable Voicemail – Defaults to Yes. It indicates that the Voicemail dropdown is visible in the following tabs/ windows.
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- Session tab » Settings Summary window
- Call Disposition pop-up
- Lists » Add Records From <CRM/CSV/Cadence/Sales Engagement Platform> windows
If needed, you can select No to disable it and hide the Voicemail feature.
- Likely to Answer - The filter has the following timeframes.
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- All Time
- By Last 30 days
- By Last 45 days
- By Last 90 days
Defaults to All Time indicating that all the connected records will be displayed when the Likely to Answer filter is clicked in the Session tab. If needed, the admin can select any time frame.
Based on the timeframe selected, the Session tab displays the connected records.
For example, if the admin has selected the timeframe By Last 45 Days, then records connected in the last 45 days only will be displayed.
- Timezone Preference - The Timezone Preference has two options for selection: Timezone and Prospect's Time. This section is grayed-out i.e. Admin cannot modify this section. By default the option Timezone has been set by the Koncert Support. If needed, you can change it to the option Prospect's Time by reaching out to Koncert Support. The selected option will be reflected in the Dialing Session tab » Timezone filter.
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- Timezone Option - This allows the user to filter prospects in the Dialing Session tab based on their Timezones EST, CST, MST, or CST.
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- Prospect's Time Option - This allows the user to filter prospects in the Dialing Session tab based on a specific time period selected.
Under the Calculate Timezone based on one of the following options section, three options are available to notify the administrator on how the prospect's timezone is calculated. This section is grayed-out to restrict the administrator from modifying it.
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- By prospect’s state (If available) – This option calculates the prospect's timezone based on their state, if available. By default, this option is enabled by the Koncert Support. For example, if a prospect's state is California, their timezone will be Pacific Time, their area code is 212, and the system calculates the prospect's timezone based on the state only.
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- By prospect’s phone area code (If available) – This option calculates the prospect's timezone based on their phone area code, if available. For example, if a prospect's area code is 212, their timezone will be Eastern Time and the state is California, the system calculates the prospect's timezone based on the area code only.
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- By prospect’s state if available, else by prospect’s phone area code (Not recommended) – This option first tries to calculate the prospect's timezone based on their state. If the state information is not available, it calculates the timezone based on their phone area code. This option is not recommended.
- Default Call Outcome for each dial (AI Flow Dialer & Click Dialer)
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- Show a blank Call Disposition value and force the user to select a Call Disposition value - The users need to manually select the Call Disposition under the Call Disposition window during a dialing session, when this option is enabled. The Call Disposition popup will only be saved if the user enters the Call Disposition.
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- Show this default Call Disposition value and does NOT force the user to select another value - Upon selecting this option, the available call dispositions are made available for selection but it defaults to Dialed. If needed, you can change it. The call disposition selected here is auto-populated in the Call Disposition dropdown of the Call Disposition window when the Hang Up button is clicked.
- Default Call Outcome for each VM (AI Flow Dialer & Click Dialer)
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- Show a blank Call Disposition value and force the user to select a Call Disposition value - This option mandates the user to manually select the call disposition under the Call Disposition window when the Play VM button is clicked.
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- Show this default Call Disposition value and does NOT force the user to select another value – Upon selecting this option, the available call dispositions are made available for selection but it defaults to Left Voicemail. If needed, you can change it. The default call disposition selected here is auto-populated in the Call Disposition dropdown of the Call Disposition window when the Play VM button is clicked.
The Default Call Outcome for each dial and Default Call Outcome for each VM settings are applicable only to AI Flow Dialer and Click Dialer.
Call Disposition
- Default Tab – By default, the Quick View tab will selected for both CRM and Non-CRM customers. If needed, the CRM customers can change to the Battlecards tab. This will be the default landing page for the Call Disposition popup.
- Show Referral section – Defaults to Yes. It shows an Add a Referral checkbox in the Call Disposition popup. If needed, you can select No to hide the Create a Followup checkbox.
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Set the Snooze Until duration as – You can set the duration for the Snooze Until Specific Time (<Selected Duration>) workflow under Administration » Call Dispositions. When this workflow is enabled for a disposition, the prospect will be marked as Snooze for the specified duration once the disposition is applied.
For example, if the Snooze duration is set to 1 month (the default duration), and a user logs a disposition triggering this workflow, the prospect will be marked as Snooze and will not receive calls for 1 month. After the specified period ends, the prospect will automatically be removed from the Snooze list and will be available for future calls.
- Minimum Duration for Conversation (in seconds) – This setting allows the Admins to define the minimum duration (in seconds) required for a call to be considered a conversation. Calls that meet or exceed this threshold will be counted as conversations and displayed in Analytics metrics. Default duration is set to 0 seconds i.e by default, all calls are considered conversations regardless of length.
The Info icon next to the this field shows a message that notifies the users that Koncert requires a minimum of 24 hours to apply these changes to the Analytics module for existing reports.
Likewise, the Info Icon under the Conversation columns in the Analytics tab will display the set minimum duration (in seconds).
- Show Follow Up section – Defaults to Yes. It shows the Create a Followup checkbox in the Call Disposition popup. If needed, you can select No to hide the Create a Followup checkbox.
- Auto Create Follow Ups – Defaults to No. The following options Follow Up Subject and Follow Up Due fields are made available for configuration, if selected Yes. The Subject and Follow up date fields will be auto-populated in the Call Disposition popup using the values from the Follow Up Subject (Default Value) and Follow Up Due (Default Value) fields.
- Follow up Subject (Default Value) – The default Subject is Call Back for the call result Follow up, which will be auto-populated in the Call Disposition window, based on the pre-configured settings. If needed, you can enter any subject. It is a mandatory field.
- Follow up due (Default Value) – It defaults to 2 weeks based on the pre-configured settings, which will be auto-populated in the Call Disposition window. If needed, you can choose any future due date (1 - 10 days or 1 to 6 weeks) from the dialed date.
Call Rhythm Control
Enable/Disable Call Rhythm Control: Administrators can choose whether to enable this functionality. By default, the option is set to No, ensuring that existing workflows remain unaffected unless this feature is explicitly activated. When enabled, the following options will be available for configuration.
- Number of Attempts per Day per Phone Field: Administrators can set a specific limit on the maximum number of call attempts that can be made to each of a prospect's phone fields within a single day. The maximum number of attempts per day is 10 per phone field. For example, if the setting is configured for 3 attempts per day per phone field, no additional calls will be made to that phone field once the limit is reached.
- Time Gap Between Each Attempt: Define the minimum interval between consecutive call attempts. This feature provides a controlled rhythm for dialing, allowing adequate time between calls.
Available Timeframes:
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- 15 minutes
- 30 minutes
- 1 hour
- 2 hours
- 4 hours
- 8 hours
- Enable Call Rhythm Control for Canceled Calls: Allows administrators to enable or disable Call Rhythm Control for canceled calls within the organization. By default, this option is set to No.
Available Timeframes:
Salesforce API
NOTE: This section will be available only for the Salesforce CRM users.
- Salesforce Rest API – Defaults to Yes and cannot be changed (grayed out).
- Save All updates in one Transaction – Defaults to No and cannot be changed (grayed out).
- Enable CRM Popup in Second Monitor – By default, this is set to Yes, indicating the CRM Popup will be displayed on the second monitor. If you prefer to disable this feature, you can contact Koncert Support to change the setting to No, which will prevent the CRM Popup from displaying on the second monitor.
Reports
Export Custom fields info (upon downloading reports) – Defaults to No, preventing the export of custom fields information when downloading the reports. If needed, you can change it to Yes to enable the exporting of the custom field information.
Salesfloor
By default, all the users and managers across this org will have access to the Salesfloor feature. However, you can disable this feature under this section, if needed.
- Enable Salesfloor: Defaults to Yes. You can disable it, if needed.
- Enable Salesfloor Call Blitz Rooms: Defaults to Yes. You can modify it. Please note that this option will only be available if the Enable Salesfloor option is set to Yes.
Advanced
- Allow Koncert to review calls: Allows administrators to enable or disable the Koncert team to listen and review your call recordings. By default, this option is set to No.
- Enable AI Summary Generator: Allows administrators to enable or disable the AI Summary Generation for the organization. By default, this option is set to Yes, ensuring that the AI summary feature is active for all users across the organization.
The Info icon is available next to each field. Hovering these icons will display a tooltip with a brief description.
- Enable List Level Battlecards: Allows administrators to enable or disable the Battlecards selection for the organization. By default, this option is set to Yes, ensuring that the Battlecards will be visible in the Add Records window during importing the list. If needed, the admin can disable it.
- Enable Achievements: Allows administrators to enable or disable the Achievements under the Administration and Analytics tabs for the organization. By default, this option is set to Yes, ensuring that the Achievements will be visible for all users in the Org. If needed, the admin can disable it.
- Call Ratings: Allows the administrators to view the available call ratings, add a new call rating or delete the existing call rating.
View - Clicking on this opens the Call Rating side panel, displaying all available call ratings.
Adding a New Call Rating
Click Add Call Rating to open the call rating entry window.
Call Rating – Enter the name or statement for the call rating.
Active
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- Yes – The call rating will be available for selection in the Call Rating window.
- No – The call rating will not be available in the Call Rating window.
Save – Click to save the new call rating.
Deleting a Call Rating
Clicking the icon will remove the selected call rating permanently from the Call Rating window in the Call Recording tab.
Rearranging Call Ratings
You can reorder call ratings by dragging and dropping them.
The selected order will be reflected in the Call Rating window. Click Save to save the changes made. A confirmation message saying 'Settings Updated' will be displayed.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.