Sales Agent Call Log

Sales Agent Call Log

Info
Module: Call Log
Path: Sales > Sales > Call Log
Topic: Sales Agent Call Log
Version(s):  5.1
Editions: Call Center

What Is Call Log

This module displays the call log on the sales agent desktop in OrderLogix Call Center Edition.

Making The Connection

Where Will I See This Within OLX?

Records here will create after each call the agent takes.

What Reports Can Be Pulled?

  1. On-line Stats Dashboard Definitions (orderlogix.com)
  2. Master Toll Free Number List Report Definitions (orderlogix.com)
  3. Calls By DNIS Report Definitions (orderlogix.com)
  4. PBX Daily Calls Report Definitions (orderlogix.com)

What Imports/Exports Relate to Call Log

  1. Shopify Order Import (orderlogix.com)
  2. OrderLogix Real-Time Order Submission API
  3. OLX Order Import/Export V4 Spec (orderlogix.com)

Trouble Shooting

  1. Data is not complete

    1. confirm information is accurately adding to call tables from CTI vendor

Setup

  1. Pre-Requisite(s):
    1. You must be successfully logged into the OLCC application in order to have access to the “sales agent call log” feature.


Call Log Overview


Tool Bar

Utilizing the buttons on the tool bar  you can: 
Edit 
Print 

Edit

Editing the Call Log Overview will display HTML Settings popup.

  1. Desktop Html Content:
  2. Mobile Summary (optional):
  3. Mobile Details (optional):
  4. Save - will save changes made and close popup.
  5. Cancel - will close popup without saving any changes
  6. Delete - is not configured at this time
  7. Print - allows you to print the popup or save to PDF

Sales Agent Call Log



Tool Bar

Utilizing the buttons on the tool bar you can: 
Go back to the previous screen 
Print 
Minimize module 

Sales Call Log Report for [agent]



Filter

You can use the filter options to narrow down the displayed selections.


  1. ADD
  2. ANI
  3. AOV
  4. Auto/Subscription
  5. Call Date
  6. CreditCard
  7. Disposition
  8. DNIS
  9. Email
  10. Lead
  11. Name
  12. Revenue
  13. RSH
  14. Sale
  15. Script
  16. Time
  17. USL
  18. VoicePrintID
  19. XSL
Add additional filters by click the Add button 
Apply the filtered selections by clicking Apply Filter 
Remove the filtered selections by clicking Remove Filter 
To show inactive accounts in the displayed records check Show Inactive 
You can set the number of records to be displayed 


Record Table



  1. # - record number being displayed
  2. Call Date - day the call was taken.
  3. Time - hour and minute the call was taken.
  4. DNIS  - this connects the order to a source in OLX.
  5. ANI - this is the call back information for the customer.
  6. Script associated to the call.
  7. Name - Customer's name
  8. Disposition - disposition selected to end call
  9. Revenue - dollar amount
  10. Sale
    1. 0 - False, did not lead to a sale
    2. 1 - True, sale order
  11. XSL
    1. 0 - False, does not contain downsell
    2. 1 - True, contains downsell
  12. USL
    1. 0 - False, does not contain upsell
    2. 1 - True, contains upsell
  13. ADD
    1. 0 - False, does not contain an addon
    2. 1 - True, contains an addon
  14. RSH
    1. 0 - False, is not a rush shipping order
    2. 1 - True, is a rush shipping order
  15. Auto/Subscription
    1. 0 - False, not an autoship/subscription
    2. 1- True, is autoship/subscription
  16. Lead
    1. 0 - False, missing required information.
    2. 1 - True
      1. If an agent gathers a customer’s full name, address, and phone number, the call will be recorded as a Lead. 
  17. Email
    1. 0 - False, no email provided.
    2. 1 - True, email provided.

Edit Record

Click the Magnify icon  to display the Call Details popup:


New Order button 
Close button 

Contact Information:
  1. Name - Customer's name
  2. Email - Customer's email
  3. Address - Customer's address
  4. Phone - Customer's phone
  5. No Soliciting Notes
    1. True - system will not send notifications
    2. False - system will send notifications


Customer Information:
  1. Age
  2. Date of Birth
  3. Gender


Call Information:
  1. DNIS  - this connects the order to a source in OLX
  2. Phone Ext - ext agent is logged in with.
  3. Call Time - time of order
  4. Disposition
    1. Check the role of the user, if they are not in the Admins role will only display the disposition text.
    2. If they ARE an admin, display a drop down with all active call dispositions available for the script used on that call.
      1. There is no save button on this popup, updates to this field are saved immediately on change.
  5. Custom1 - additional optional fields that can be used when placing orders to provide additional information not already accounted for.
  6. Custom2 - additional optional fields that can be used when placing orders to provide additional information not already accounted for.
  7. Custom3 - additional optional fields that can be used when placing orders to provide additional information not already accounted for.
  8. Custom4 - additional optional fields that can be used when placing orders to provide additional information not already accounted for.
  9. Custom5 - additional optional fields that can be used when placing orders to provide additional information not already accounted for.
  10. Voiceprint ID - hyperlink to play recording.
    1. Recorded calls can only be listened to if OLX Recorder has been enabled.
  11. ANI - this is the call back information for the customer.
  12. Employee - this is the agent who created the order.
  13. Script associated to the call.
  14. Call Type - Customer Service, Inbound, and Outbound.
  15. Promo Code - Promo Codes do not apply any discounts. They are tied to Sources and DNIS's in the system and provide an additional way of tracking your advertising. Promo codes populate the KEY_CODE field of our standard imports. Promo codes can also be required on the script level for either a sale or a non sale or both.


Pending Notifications:
Alert
If call initiates a continuity, notifications displayed here are for orders triggered from this order.
  1. Template
    1. Clicking on the Template name will display the Preview Notification popup:

  2. Due Date - day and time notification is due to send
  3. Method - delivery method notification will use
  4. Status
    1. UNSENT - notification was not sent
    2. SENT - notification was sent


Notification History:
Alert
If call initiates a continuity, notifications displayed here are for orders triggered from this order.
  1. Template
    1. Clicking on the Template name will display the Preview Notification popup:

  2. Time of Delivery - day and time notification was sent
  3. Method - delivery method notification will use
  4. Status
    1. UNSENT - notification was not sent
    2. SENT - notification was sent




Copyright 2018
Revised 3.13.2024

    • Related Articles

    • Sales Overview Desktop

      Sales Overview Desktop The Sales Overview Desktop is where Sales Agents will enter orders, view training or script documents, punch in and out of the Time Card, look at the call log, and view commission stats and performance reports. Tiles: The top ...

    • Sales Order Entry

      Module: Sales Order Entry Path: Sales > Enter A New Sale Topic: Page Overview Version(s): Version 5.1 and up Editions: All What Is Sales Order Entry? Sales Order Entry is where agents can manually enter an order into OrderLogix. Making The Connection ...

    • Call Log Data

      Module: Call Log Data Path: Customer Service > Customer Service > Call Log Data Topic: Call Log Data Version(s): 5.1 Editions: Call Center What Is Call Log Data Call Log Data is a quick glance look at orders entered manually by agents within the ...

    • Agent Call Reports Definitions

      This report is based on call collector data (not calls entered in OLX). This report filters out dropped calls and calls with a call type that is not IN, so dropped calls are not included in # In. Employees are matched based on the employee being ...

    • Agent Performance Report_3.5

      Module: Sales Desktop Topic: Agent Performance Report Version(s): Version 3.5 and up  Editions: Call Center Edition This report accessed via the Sales Agent Desktop provides agents with a printable report of performance statistics.