Koncert allows administrators to define workflow or actions that should be taken for each call disposition, automatically.

Below you can find how to define a workflow for the Call Disposition:

1. In the Administration » Call Dispositions tab, click on the link Add a Workflow under the Select Automation column for the Call Disposition that you wish to define.

2. The Automation window with the label Automation - <Call Disposition name> will popup with the following Workflow actions:

CRM:

Standalone:

Select the Workflow action(s) to be performed automatically after Call disposition.

• Create Activity - As soon as this disposition is selected, Koncert will create a closed task in your CRM/Sales engagement Platform. It is applicable only for CRM/Sales Engagement Platform orgs.

• Update Prospect Fields - Select this option to update your CRM/Sales engagement Platform field(s) with the disposition value. Once enabled, a dropdown will be displayed to map the corresponding field from the CRM/Sales engagement Platform.

• Increment Call Counter - For each call attempt to a prospect, the Call Counter field will be incremented in the CRM/Sales engagement Platform. Once enabled, a dropdown will be displayed to map the corresponding  field from the CRM/Sales engagement Platform.

• Close Activity - As soon as this disposition is selected, Koncert will automatically complete any open activities.

• Mark as DNC Forever - As soon as this disposition is selected, Koncert will mark the prospect as Do Not Call. An  icon will appear to the left of the prospect in the Session » Non-Dialable Prospects tab. Calls will not be initiated to that prospect until you manually remove it using the Remove from DNC option. For the disposition Do Not Contact, this workflow will be selected by default.

• Mark as DNC Until Specific time (1 month) - Once the disposition selected, the prospect will be marked as DNC for a predefined duration set in the Administration » Company Setup » Call Disposition section.

For example, if you configure Set the DNC Until duration as 1 month (Default), and the user logs the disposition assigned to this workflow, the prospect will be marked as DNC and will not receive calls for 1 month.

Once the 1-month period ends, the prospect will be automatically removed from the DNC list and will be available for future calls.

NOTE: Admin can select either Mark as DNC Forever or Mark as DNC Until Specific time (1 month) workflow for the disposition.

3. Click Save. The message 'Workflow updated successfully' will be displayed.

4. The selected Workflow actions will now appear under the Select Automation column.

CRM:

Standalone:

Edit Workflow:

You can edit the workflow for both Users and AI Engine dispositions by selecting the respective option from the Call Disposition for dropdown.

Click the Workflow to be edited under the Select Automation column. Make the necessary changes and click Save.

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.