Understanding Result Actions

Contacts are placed back into the queue after a minimum time (e.g., End of Queue Minimum 16 hours). This suppresses the contact, preventing it from returning too soon. These contacts route after Scheduled Callbacks, available contacts, due Retry-ins, Uncalled contacts, or End of Queue contacts not recently called.

Contacts are placed back into the queue and prioritized based on the retry-in period (e.g., retry in 4 hours). They route behind Scheduled and Calendared calls and new web leads but ahead of uncalled and End of Queue contacts. Caution: Avoid over-relying on Retry In to prevent the constant reoccurrence of the same contacts at the expense of new ones.

Create custom rules to determine where a contact should go in the queue. For instructions on building Rule Based Result Actions, search for "Rule Based."

Users pick a specific date and time to schedule a callback, making it a top priority for routing when due. The callbacks are recorded on the calendar for easy tracking.

Primarily for managers, this action allows active control of the calling queue through flagging and unflagging in Contact Management.

Sets the closed flag on the contact, removing it from the queue. The contact can be brought back into the queue by reopening and re-flagging.

• Diversify Result Actions: Use a combination of Result Actions to balance priority for important contacts and prevent over-reliance on specific actions.
• Regularly Review and Adjust: Evaluate the effectiveness of Result Actions periodically and adjust strategies based on evolving business needs.
• Train Users: Ensure users are well-versed in utilizing Result Actions to maximize their potential for efficient contact management.