The Call Disposition popup window is used to log the details of the calls, as well as allow you to see additional information about the prospects.

This article covers the following sections:

❖  Dialing Info 

❖  Prospect Information

❖  Call Disposition Info

 ⟐  Follow Up

 ⟐  Add a Referral

❖  Next Contact in Queue

❖  After-Call Options

Dialing Info

• List Name – Displays the Name of the List that is being dialed.

• Info – Click to view the information on the uploaded list.

• Call status icon– A quick reference of the call status.

• • – Call in-progress

• • – Call hangs up or disconnected

• Phone number – Displays the number being dialed along with the type of phone column for the prospect.

• Last Attempted & Last Connected – Displays the date and timestamp when the prospect was last attempted and last connected

• Dials & Talk time – Displays the number of Dials made and Talk time (Total duration of the call). Dials made will be visible only for AIFD Sessions.

• Prospect Said – Displays the transcript content i.e. text of conversation recognized by the AI engine as human. Applicable only for AIPD Sessions.

• Select VM – Defaults to a Voicemail selected in the Settings Summary window. The selected voicemail will be sent by the user for the connected calls.

• Play VM – Click to play the voicemail selected.

• Dial Pad – Dial pad to enter the IVR options to connect with the prospect.

• Hang Up – Click to disconnect the current call.

Prospect Information

• Google – Click to open a Google Search page using the Contact name and Account Name of the prospect as search criteria. Users can then modify the search criteria as necessary to find relevant profiles or information about the prospect using Google's search engine.

• LinkedIn – Click to launch the prospect's LinkedIn profile to view additional information about the prospect.

NOTE: If the LinkedIn URL for the prospects is synchronized from the CRM or uploaded via CSV, then the LinkedIn in Profile will be directly launched. In case, no LinkedIn URL is synchronized, then the LinkedIn profile will be searched using the Contact name and Account Name of the prospect and the suitable LinkedIn profiles will be listed on the Home page of the LinkedIn website. From there, the user can change the search criteria and check for the prospect's profile.

• Do Not Call – You can mark the current dialing prospect as Do Not Call or Do Not Call Until by using the respective icons at the top of the Prospect Information section.

• Recording Status – The text This call is being recorded is visible only to the users to whom the recording access is enabled. An One-Way Recording and Two-Way Recording icon will be visible  whether the call is being recorded in one side or double sides, based on Two-party Consent states. 

• Prospect Info – Displays the information such as the Profile picture of the prospect along with the Contact Name, Title, Account Name, Email ID, State, City, and Phone number.

• Talking Points – Click to add talking points (if any) for the prospect, such as next call plans or follow-up plans, etc. These points will be saved and displayed in the Call Disposition pop-up the next time you call the same prospect.

Also, the below tooltip information will be displayed when hovering over the icon.

• Open in CRM – Click to bring up the prospect’s CRM/Sales Engagement Platform window. This button will NOT be available for Standalone (Non-CRM) users.

• Cadence – The Cadence button will be available only if you have a license for the Cadence module. This is used to assign the active prospect to a Cadence directly from the Call Disposition window. Upon clicking the Cadence tab, the Add To Cadence window will be displayed.

Select the Cadence from the dropdown and click Submit to add this prospect to the cadence.

Once the prospect has been added to a Cadence successfully, the following message will be displayed.

NOTE: You cannot add a Cadence prospect (uploaded from Cadence for dialing) to Cadence again. When trying to add, the alert message below will be displayed.

• Call Script – Click to bring the Call Script window to view the additional information (if any) of the dialing list, provided in the Lists tab.

• Caller ID – Displays the Caller ID used to dial the prospect. For the orgs enabled with the Health Check feature, an Info  Icon will be visible which displays the health check status of the Caller ID upon clicking.

• Prospect Fields – Displays the fields that have been selected from the Customize View » Manage Columns section. If needed you can edit the prospect information. In addition to this, the edited information will be updated in the CRM/Sales Engagement Platform for CRM/Sales Engagement Platform prospects.

• Activity History – The Activity History tab provides you with the prospect's activities from the CRM/Sales Engagement Platform. This tab will be visible only if you dial the records from the CRM/Sales Engagement Platform. 

• Prospect Notes – This tab will be available only when the records are imported from Cadence, Salesloft, Salesforce, HubSpot, and Outreach users. Only the top/recent 5 notes will be displayed for each activities section.

NOTE: For Cadence records, this will be auto-populated with the notes available from Cadence » Prospect View » Notes.

Call Disposition Info

Once the call is hung up/disconnected, you can do the following activities:

• Call Result – Defaults to the Call outcome selected by the admin under the Administration » Company Setup » Dialer section. if needed, you can change the outcome of the call from the Call Result dropdown.

• Generate AI summary – This feature will be enabled on a request basis. It rapidly converts your audio content into text format and generates a concise summary based on pre-configured settings.

By default, this button is grayed out. It will be enabled only for calls that last for 30 seconds.

•  

NOTE: When the setting Generate AI Summary automatically after each call is enabled under the Settings Summary » Advanced section, the summary will be automatically displayed after clicking the Hang up button if the call duration is more than 2 mins. If needed, you can manually click to generate the summary.

• Current call notes – This will be auto-populated based on the settings mentioned above.

• Create a Followup – Click to bring up the Follow Up tab which is used to schedule a follow-up call for this prospect. When a follow-up is scheduled, it will write back to the CRM as an open activity. It will also be saved in the Koncert Reports under the Koncert – Follow Up Report.

• Add a Referral – Click to bring up the Referral tab which is used to save the contact information of a prospect referred by the current prospect. It will also be saved in the Koncert Reports under the Koncert – Referral Report.

• Salesforce Custom field - This field will be added on a request basis. Applicable only to Salesforce users. It displays the field added under the Activity Custom Field in Salesforce, and any value or activity entered in the field will be automatically updated on the Salesforce » Activity History » Task page.

For example, here the field Ready to Next Level has been added in the Activity Custom Field in Salesforce. The value selected here will be automatically updated on the Salesforce » Activity History » Task page.

• Follow Up

• Activity Type – Select the Activity Type from the dropdown list. This defaults to ‘Call’.

• Subject – Enter the Subject of the Follow Up. (mandatory)

• Next Steps – Enter the description in the Next Steps field.

• Follow Up Date – Select the date for the follow-up meeting with this prospect. (mandatory)

• Reminder – Choose the time for when you want the reminder to appear.

• Add a Referral

• Record Type – Select the record type from the dropdown list. The available options are:

• • Lead

• • Contact

• • Prospect - Third Party Integrations

• Account Name – Prospect’s Account Name.

• Contact Name – Enter the name for the Referral. (mandatory)

• Title – Enter the Title for the Referral.

• Email ID – Enter the Email ID for the Referral.

• Phone Number – Enter the contact number for the Referral. (mandatory)

• Source – The source will always be Koncert.

• Save and Add to Dialing Session – Option to save the referral information and add it to your current dialing session.

• Save and Call Immediately – Option to save the referral information and dial them right away.

Note: The Dial pad and Play VM button are available when dialing the Referral Prospect immediately.

• Save & Follow Up Later – Option to save the referral information and create an activity to dial the prospect later when needed.

NOTE: Upon selecting this option, the Create a Follow Up checkbox below will be enabled and allow users to choose the follow up date to dial.

• Add to Cadence – After providing the referral information, you can add the referral to a Cadence by selecting the cadence from this dropdown. The referral will be added to the Cadence once the disposition is saved. You can add the prospects imported from CRM as well as CSV prospects.

NOTE: The Add to Cadence dropdown will be made available ONLY if you have a license for the Cadence module.

or

Add to Sequence – Select the desired sequence you want to assign to a prospect from the dropdown menu. The dropdown will populate with relevant sequences from your respective Sales Engagement Platform (Outreach or Salesloft). Only sequences that you own will be displayed. Sequences owned by other users will not be visible.

Once you assign a sequence, the prospect will be automatically added to the chosen sequence within that platform.

• Create a Follow Up – Select to schedule a follow-up call for the referral. When this option is selected, the following fields will be displayed.

• • Follow Up Date – Select the date for the follow up meeting with the referral

• • Subject – Enter the Subject of the Follow Up

• • Description – Enter the Description of the Follow Up

Next Contact in Queue

This section displays the information of the next prospect in the dialing queue. Available only for AIFD Sessions.

Also, the following icons are available at the top of this section to facilitate the following actions for the next prospect.

• – Click to open a Google Search page using the Contact name and Account Name of the next queued contact, as search criteria. Users can then modify the search criteria as necessary to find relevant profiles or information about the prospect using Google's search engine. This offers valuable context before making the call.

• – Click to launch the prospect's LinkedIn profile to view additional information about the prospect. This offers valuable context before making the call.

• – Click to bring up the next prospect’s CRM window. This button will NOT be available for Standalone (Non-CRM) users.

• – To mark the next prospect in the queue as Do Not Call so they are not dialed.

• – To mark the next prospect in the queue as Do Not Call until; no calls will be initiated to that prospect until the date selected.

• Skip this Contact - Enabled by default during the call to allow the user to skip the next queued prospect. This feature applies only to the AI Flow dialer.

After-Call Options

The following fields will be enabled only after the call is hung up.

AIFD

• Wrap time – Displays the Wrap time (Time duration between call Hang Up and Dial Next Number or Dial Next Contact or Save & Pause.

• User/Prospect Hung Up – When the user/prospect disconnects the call, the text User Hung up / Prospect Hung Up will be displayed left to the Redial button respectively.

• Make a Call – Clicking on the Make a Call button allows users to immediately dial a phone number provided by the current dialing prospect during a dialing session, without disconnecting the current session.

• Redial – Click to dial and connect to the prospect again.

• Save & Pause – Click to save the call disposition and pause the dialing session.

• Dial Next Number – Click to dial the alternative phone number(s) of the prospect (if any). In the case that there are no other phone numbers, Dial Next Number will dial the next prospect on the list.

• Dial Next Contact – Click to dial the next prospect queued in the list.

AIPD

• Wrap time – Displays the Wrap time (Time duration between call Hang Up and Save & Pause or Save & Go.

• Make a Call – Clicking on this Make a Call button allows the users to immediately dial a phone number provided by the current dialing prospect during a dialing session, without disconnecting the current session.

• Redial – Click to dial and connect to the prospect again.

• Save & Pause – Click to save the call disposition and pause the dialing session.

• Save & Go – Click to save the call disposition and dial the next prospect queued in the list.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.