Backoffice moduleΒΆ
This module allows to define system users assigned to audit each engage generated by an agent in each campaign. In Contact Center operations the workflow commonly involves, on the one hand, Agents and Supervisors coordinating the communications management operation and, on the other hand, the auditing or backoffice sector controlling that each record qualified as Positive Management (or sale) has been correctly implemented by the agent.
OMniLeads facilitates a module in which the auditors are able to list all the managemental procedures performed by the Agents, to then inspect in order to validate one by one the authenticity of those managements based on the parameters of the operations. The auditors have the possibility to display the contact information, the form completed by the agent and the recordings related to management.
Flow diagram
The following diagram is intended to illustrate the operation of the module.
The first thing that needs to be cleared is that only the qualified registers with a management rating (Campaigns, Ratings and Forms) will be sent to the Audits office. There is where auditors will then work on each pending register.
On each register the auditor will be able to enter in order to analyze the engage.
In the detailed view, the recordings inherent to the management can be reproduced. Also, both the contact data and the data entered in the management form can be displayed.
Audited records can be classified as:
- Approved management: after analyzing recordings, contact details and fields completed in the management form, the auditor verifies that the operation has been successful.
- Rejected management: after analyzing recordings, contact data and fields completed in the management form, the auditor detects that the operation does not meet the requirements to be approved.
- Observed management: after analyzing the recordings, contact data and fields completed in the management form, the auditor detects that the operation has been successful but sends it back to the agent (with the pertinent explanation) so that he or she can get in touch with the contact once more.
Observed management behavior
As discussed, observed managements are procedures that the agent must perform again, seeking to solve the observations left by the auditor in order to obtain subsequent approval. All agents have access to the auditors qualifications by entering the Ratings view displayed in the agent screen. Once an observation is noticed, the agent is able to read the description of the inconvenience left by the auditor.
Once the agent performs the management again, the auditor will be able to inspect and finally decide whether to approve, reject or observe again.
Search filters
The module has the typical search filters (by agent, campaign, date, etc.). However, it is important to highlight the fact that it is also possible to search records by contact database ID. In other words, to use the unique identifier of the contact within the Base uploaded to the system. This option requires the use of the external contact ID field.
Important
In order to apply the filter option using the mentioned field, it is necessary to indicate the corresponding field at the time of uploading the base.
