After completing the Koncert-Outreach integration as outlined in the article How do I complete the Outreach Integration?, it is necessary to map the Koncert Call Dispositions with the Outreach Call Dispositions and Call Purpose. This ensures that call activities are properly synchronized between the two platforms. This article provides a step-by-step guide on how to map the Koncert Call Dispositions with Outreach Call Dispositions and Sentiment.

Why Map Call Dispositions?

Mapping the dispositions ensures that calls tracked in Koncert reflect accurately in Outreach, improving the efficiency of your workflow. This step helps in streamlining reporting and synchronization of activities between the two platforms.

Steps to Map Koncert Call Dispositions with Outreach Call Dispositions and Call Purpose:

1. Login to Koncert:

After the Outreach integration is set up, log in to Koncert. If one or more Outreach dispositions are not mapped, you will see a banner message indicating that call dispositions are not mapped.

Once all dispositions are mapped, the banner will no longer appear.

2. Access the Call Disposition Mapping:

Click on the banner message, which will redirect to the Third Party Integrations tab.

(or)

Alternatively, you can manually navigate to Administration » Third Party Integrations, then click on the Call Disposition Mapping link.

3. Automatic Mapping of Outreach Call Dispositions:

Upon accessing the mapping screen, you can see the Outreach dispositions which are automatically mapped to Koncert Dispositions (Talker, Dialing Agent and AI) based on keywords.

Example: Outreach disposition Answered - Meeting Booked will automatically map with Koncert's Meeting Scheduled disposition.

Here, the dispositions marked such as Positive or Meeting in Koncert under Administration » Call Dispositions tab will be displayed.

You can make modifications if necessary. Changes made in this section will also be reflected in the aforementioned tab and vice versa.

4. Manual Mapping for Unmatched Dispositions:

If no matching disposition is found, the Outreach disposition will appear as blank. You can manually map the disposition to the corresponding Koncert disposition.

5. Call Purpose:

Choose the appropriate Call Purpose from the available options in Outreach. This helps categorize the overall tone of the conversation. Non-mandatory field.

Using the Use Dispositions from Outreach Feature:

If you prefer to automatically overwrite all the Call Dispositions with Outreach dispositions, click the Use Dispositions from Outreach button at the top of the page.

1. After clicking the Use Dispositions from Outreach button, a confirmation window will appear. Click OK to confirm.

2. The following options will be displayed for each disposition in Outreach:

• Conversation? - Enable the checkbox to count the disposition as a conversation. By default, this will be enabled for the dispositions of type Answered.
• Positive? - Enable the checkbox to count the disposition as a positive connect.  By default, this will be enabled for the dispositions containing the keywords Meetings or Follow Up.
• Meeting? - Enable to mark the disposition as a meeting.  By default, this will be enabled for the dispositions containing the keywords Meetings.
• Followup? - Enable to count as a follow-up disposition. By default, this will be enabled for the dispositions containing the keywords Follow Up.
• Referral? - Enable to indicate a referral disposition. By default, this will be enabled for the dispositions containing the keywords Referral.
• Koncert DNC - If checked, the prospect will be marked as DNC in Koncert, and they will not be dialed again until manually removed.

You can modify these settings as needed.

3. After making your adjustments, click Save to overwrite the Koncert Dispositions with Outreach dispositions. The below alert will appear.

NOTE: After saving, all mapped Talker Dispositions become non-editable (grayed out) in the Outreach Disposition column.

If a Outreach disposition matches one in Koncert AI or Dialing Agent disposition, Koncert will create a separate disposition labeled as <Disposition Name> (User) for Talker and will also map it to the corresponding DA or AI disposition with the same Disposition as in Outreach.

AI Engine and Dialing Agent Dispositions:

Koncert utilizes specific keywords to map Outreach dispositions to the corresponding Koncert AI Engine and Dialing Agent dispositions.

However, when a disposition doesn't have a match, the system defaults to predefined mapping rules:

• AI Engine Dispositions: If the disposition No Answer is present in Outreach, it will be automatically mapped to the AI Engine disposition. If it is not found, the system will default to mapping the first available Outreach disposition categorized as Not Answered. This automatic mapping can be modified as needed to meet specific requirements.

• Common Dispositions (AI & Dialing Agent): Similar to AI Engine mappings, if No Answer is found in Outreach, it will be mapped automatically. If No Answer is absent, the system will map the first available Outreach disposition categorized as Not Answered. This mapping can also be adjusted if needed.

• Dialing Agent Dispositions: Dialing Agent dispositions are left blank by default and can be manually mapped based on the user’s preferences.

Close Task Settings:

Enable Close Task: The Close Task option is enabled for each disposition except for dispositions such as Talker Busy, Unanswered Call Canceled, Failed, or Busy. Selecting this disposition will create an activity in Outreach and close the task.

Tooltip Information: When hovering over the info icon next to the Close Task column, the following tooltip will appear:

Confirming and Saving Your Mapped Dispositions:

1. Once all mappings are complete, click Save to save your disposition settings. A confirmation message Disposition Updated will appear.

2. Activity Creation in Outreach: Upon selecting a disposition in the Call Disposition window, an activity will automatically be created and displayed on your Outreach Activities page based on the mapped dispositions.

Conclusion:

By following these steps, you will have successfully mapped Koncert Call Dispositions with Outreach Call Dispositions and Sentiment. This ensures full synchronization of call activities between both platforms, streamlining your workflow and improving reporting accuracy.

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.