Why You Can’t Skip Contacts in the Routing Queue

In VanillaSoft, it is not possible to skip a contact. Every contact must receive a Result Code to proceed. This design ensures all contacts are addressed and none are missed, maintaining an organized and efficient routing queue. Each routed contact must be resulted to enable the best next contact to be routed. For detailed instructions on creating Result Codes, refer to the Creating Result Codes in VanillaSoft: A Step-by-Step Guide article.

Importance of Result Codes

Result Codes play a crucial role in VanillaSoft's workflow by ensuring that every contact interaction is logged and appropriately routed. This prevents any contact from being overlooked and helps maintain an efficient and organized contact management system.

Steps to Create Result Codes

  1. Log in as an Admin: From the Admin homepage, select the desired project.

  2. Access Result Codes: Open the Workflow/Routing menu, then the Result Codes sub-menu, and select the Result Codes section.

  3. Create New Result Code: Click Add Result Code to create a new code.

  4. Configure Result Code: Enter the necessary details, such as the code name and description.

  5. Set Routing Options: Configure how this Result Code affects contact routing, including any specific actions or follow-up requirements.

  6. Save Changes: Click Save to finalize the new Result Code.

By following these steps, you ensure that all contacts receive the appropriate Result Codes, maintaining an organized and efficient contact routing system. Utilizing Result Codes properly helps achieve an efficient workflow and ensures that every contact is managed effectively within VanillaSoft.

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