Managing your call queue effectively is essential for maximizing your team's productivity and ensuring efficient contact engagement. VanillaSoft provides robust tools within the Contact Management area to help you control how contacts are routed through your calling queue. Two common methods for managing your contacts are unflagging and closing. For more details on these processes, refer to the Understanding Call Flags and Closed Flags article.
How to Unflag a Contact
Unflagging a contact means marking them so they are skipped over in the calling queue, effectively putting them on hold within your campaign.
Steps to Unflag a Contact:
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Access the Project: Log in as an Admin and select the project containing the contacts.
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Navigate to Contact Management: Open the Contacts & Reports menu and select Contact Management.
- Build Your Query:
- Choose to Build a New Query or select an existing saved query.
- Select fields for filtering and use Ctrl/Command to select multiple fields.
- Move chosen fields to the Selected Fields area using the right arrow button.
- Apply any necessary filters using the Filter and Value drop-downs.
- Click Run Query to display the results.
- Unflag the Contacts:
- Click Perform Task once the results load.
- Choose UnFlag Contacts from the menu.
- Confirm the action in the confirmation dialog box.
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A "Unflagging Completed" pop-up will confirm the process. Click Close to finish.
How to Close a Contact
Closing a contact removes them from the active calling queue, which is crucial for focusing efforts on viable leads or those that need re-engagement at a later time.
Steps to Close a Contact:
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Access the Project: Log in as an Admin and navigate to the project with the contact(s) to close.
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Navigate to Contact Management: Open the Contacts & Reports menu and select Contact Management.
- Build Your Query:
- Choose to Build a New Query or use an existing one.
- Include necessary fields for filtering, ensuring to add the "ClosedFlag" field.
- Set the "ClosedFlag" filter to "Equal To" and "Value" to "False".
- Move the chosen fields to the Selected Fields area using the right arrow button.
- Set up additional filters needed then click Run the Query.
- Close the Contact:
- Click Perform Task once results load.
- Select Update Contacts from the menu.
- Check the box next to "ClosedFlag" and set "Value" to "True".
- Click Update.
- Click Confirm in the confirmation dialog box.
These methods allow you to efficiently manage your call queue by unflagging to temporarily hold contacts from active calling and closing to permanently remove them from the queue. Such management ensures that your team’s calling efforts are as effective and streamlined as possible.