Readymode-IQ: Dispositions User Guide

TABLE OF CONTENTS

 

 

Introduction

The Readymode-IQ portal enables administrators to manage Readymode DID features through one user-friendly interface.

The four main modules in Readymode-IQ are the DID Reputation module, Playlists module, Campaigns module and Dispositions module. A client may have access to one or more of these modules.

In this guide, we will explore the Dispositions module. 

About Dispositions

Overview

Dispositions make DID call management “smarter” by adding the capability for administrators to specify post-call actions. For instance, dispositions can trigger multiple follow-up actions, like scheduling a callback, leaving a pre-recorded message or notifying an agent about the status of an account. 

Using rules, administrators can also automate the management of Do Not Call (DNC) lists. A DNC list is a list of phone numbers that someone specifically requested not to be called by telemarketers. 

What Can You Do in the Dispositions Module? 

Amongst other things, depending on how a client’s dispositions have been set up, a client can:

  • Schedule callbacks where leads have not asked to be added to a DNC list
  • Manage DNC lists
  • Create, modify, and delete rules around how follow-up calls are managed in different scenarios 
    • Specify if and when a lead should be scrapped
    • Specify the conditions for follow-up actions after an action has been completed

 

 

 

Gateway and Administrator Requirements

Gateway Requirements

The following criteria are required at the gateway level to enable this functionality to work. 

Please contact [email protected] to ensure you meet these criteria:

  • Active
  • Paying
  • Opted In 

 

To check whether a user is active:

  1. Log in to the Readymode application as an Admin user.
  2. On the Dashboard page, go to the Manage section and select License Usage.
  3. All active users are listed in the Users section. 

 

Admin User Requirements

  • Active
  • Must have the Manage VOIP permission

To configure the Manage VOIP permission:

  1. Log in to Readymode as an Admin user.
  2. On the User Management page, in the Admin section, select your username.
  3. Go to the Inherited from "Default" section at the right side of the page.
  4. In the Communication section, make sure that Manage VOIP is checked (selected).

 

For further assistance, please contact the Readymode Technical Support team at:

Email:  [email protected]

Phone: 1-800-694-1049

Logging In and Logging Out

Logging In

Accessing the Login Page

There are two ways to get to the Login page:

  1. Enter the direct link in your browser:  iq.Readymode.com.
  2. On the Apps Grid page, click on the DID Reputation icon.

Entering Credentials

To log in, enter your assigned credentials (1) - Gateway, Username and Password - correctly and then click on the Sign In button (2). All three fields are mandatory and case-sensitive. 

Tip: Toggle the Eye icon to view or hide your password.

Login Error Scenarios

The app will display an error message if you enter your credentials incorrectly, for example: 

  • Entering an incorrect Gateway, Username or Password 
  • Omitting one or more of the three login fields 

For further assistance, please contact the Readymode Technical Support team at:

Email:  [email protected]

Phone: 1-800-694-1049

Note: There are also direct links to Readymode support at the bottom left of the Login page.

Logging Out

After logging in to Readymode, an administrator will see at the top right of the screen a link to the Settings module. 

To log out, go to the Settings module (1) and then click Logout (2). You will be redirected to the Login page.

 

Note: If there is no activity in the application for 24 hours, any new action in the application will automatically log a user out and redirect them to the Login page. 

Navigating the Readymode-IQ Portal

Selecting Readymode-IQ Modules

There are four main modules in Readymode-IQ. They can be navigated using the Menu buttons in the left pane on the main Readymode page: 

  1. DID Reputation module (default after a user has logged in)
  2. Playlists module
  3. Campaigns module
  4. Dispositions module

 

Note: You may have access to one or more of these modules. In this example, the Dispositions module has been selected.

At the top right of the portal page is a link to the Settings module. Here you can change the theme for the portal. There are also links to log out and to view the Readymode-IQ knowledge base.

Click Settings to change the theme from light to dark and vice versa.

Below is an example of the dark theme.

Below is an example of the light theme.

Navigating the Dispositions Module

Note: You can use your browser zoom in (+) or zoom out (-) function to resize the screen.

Dispositions Pane

To view a list of dispositions available to you for modifying, after logging in, select the Dispositions icon (1). 

A list of all the dispositions from the legacy application will be displayed in the Dispositions  pane in the order they appeared in the legacy application (2). Administrators may choose to view Active, Inactive or All dispositions (3).

To view and modify the details of a disposition - viz. Disposition options and Rules - select it from the list (4). 

After selecting a disposition at the right of the page, the Main pane will be displayed comprising an Insights section (5) and a Details section (6). The Details section includes Disposition options and Rules subsections. 

Main Pane

The Main pane displays details about a disposition. It includes the Insights (1) and Details (2) sections. At the top of the Details section is the title of the disposition. In the below example, the title is Callback.

In the Main pane, an administrator can view summaries of actions taken in the current week and specify follow-up actions after a call has been made.  

Insights Section

There are four charts in the Insights section. These charts provide a graphical illustration of Pipeline actions selected for a selected disposition.

 

  1. TOTAL chart - Total number of calls made by the dialer during a given day for a selected disposition.
  2. CALL AND CONNECT (%) chart - Total percentage of answered calls, i.e. where a connection was made with a lead, during a given day for a selected disposition.
  3. CONTACT (%) chart - Total percentage of calls answered during a given day for a selected disposition.
  4. CONVERT AND CLOSE (%) chart - Total percentage calls made where the lead was converted and closed for a selected disposition.

Details Section

The Details section includes the Disposition options and Rules subsections.

Disposition Options

In the Disposition options subsection, administrators may specify what action should be taken after a call is terminated (1), what the next action is in the pipeline (2), whether the agent should take responsibility for the account (3) and what (if any) notification should be sent to client users (4).

 

Below is a table of disposition options. 

Stage

Type of user entry

Action

About

Call termination  

 

Radio button

End the call

Choose to specify what happens when a call is terminated by a lead or not answered

 

Radio button

Keep the call active

Choose to specify what happens when a call is terminated by a lead or not answered

 

Radio button

Leave a pre-recorded message (if available)

Choose to specify what happens when a call is terminated by a lead or not answered

Pipeline - This stage is the Progress stage. The number of the various types of Actions (like Call, Connect, Contact, etc.) are displayed in the Insights charts. 

Button

Call 

Choose to specify a Pipeline stage, viz. Call

 

Button

Connect

Choose to specify a Pipeline stage, viz. Connect

 

Button

Contact

Choose to specify a Pipeline stage, viz. Contact

 

Button

Convert

Choose to specify a Pipeline stage,viz. Convert

 

Button

Close

Choose to specify a Pipeline stage, viz. Close

Account follow-up

Drop-down list

Don’t allow (the agent to take account ownership)

Select to specify nature of agent’s account ownership

 

Drop-down list

Allow (the agent to take account ownership)

Select to specify nature of agent’s account ownership

 

Drop-down list

Force (the agent to take account ownership)

Select to specify nature of agent’s account ownership

Advanced options

Checkbox

Announce this result to all users

Tick to send message about this disposition to users who have access to this lead

 

Free text (tags)

 

Enter tags, separated by commas. This message will only be sent to users if the checkbox has been ticked to ‘announce this result to all users’.

 

After disposition options are modified, you may save your changes or cancel them

Note: If you don’t click Save before moving between sections, your changes will be lost. If you choose to revert your changes, you will be asked to confirm your selection.

Rules

In the Rules subsection, administrators may specify certain parameters about how calls are managed.

There are two areas in the Rules subsection.

  1. Default rule configuration       
  2. Custom rules table

 

Important notes about rules

  • Administrators should first define a default rule and then add custom rules. Default rules are set primarily in the legacy application, but can be updated in both the legacy and Readymode-IQ systems..
  • Custom rules, if set, always override the default rule. 
  • The default rule will always be initially the same as it was in the legacy application. The default rule parameters may thereafter be changed by an administrator.


Default Rule Configuration

There are two options in the Default rule subsection: 

  1. Whether or not to schedule a callback or remove a lead from the client database
  2. Whether or not to scrub a lead        

Note: Where a lead is scrubbed, the lead will immediately be added to the DNC list, i.e. the number will not be scheduled for removal at a later time. 

Where a duration must be set within which to schedule an action, administrators can do this via the Configure duration dialog (3).

Callback scheduling/lead removal options

  • Don’t schedule a callback - The lead will not be called again, but will not be added to a DNC list.
  • Schedule a callback - An agent will be reminded to call the lead back.
  • Add to DNC list - The lead will be added to a DNC list.
  • Add to DNC list and schedule removal - The lead will be added to a DNC list and the system will remove their name from the list of leads.
  • Transfer to a queue - The lead will be added to a queue.

Custom Rules Table

The custom rules table by default consists of empty rows or rules captured from the legacy system. It is up to the administrator to add or modify custom rules. The maximum number of custom rules is 10.

To create a new custom rule, click +Add Rule in the Default rule subsection. 

Custom rules always override the default rule. For example, if the default rule is not to schedule a callback to a lead (1), a custom rule that specifies a callback should be made to a lead (2) will override the default rule. 

 

The custom rule parameters are: Logged time(s) - the number of times a completed call was assigned to this disposition - Condition and Action

Actions are contingent on conditions. In the below example, the callback has been scheduled based on the configuration and may happen within 2 months. 

 

Below is a table of options for the custom rule parameters.

Parameter

Type

Event

About

Logged time(s)

Numeric

Enter a logged time

 

Condition

Drop-down list

Since last queue change

Perform a specific Action, e.g. schedule a callback, after a queue change

 

Drop-down list

Total

Always perform a specific Action 

 

Drop-down list

Within

Perform a specific Action, e.g. schedule a callback, within a specified duration

Action

Drop-down list

Don’t schedule a callback

+ Select the checkbox to also scrap the lead

 

Drop-down list

Schedule a callback

+ Configure a duration within which to schedule a callback

 

Drop-down list

Add to DNC list

+ Select the checkbox to also scrap the lead

 

Drop-down list

Add to DNC list and schedule removal

+ Select the checkbox to also scrap the lead

+ Configure a duration within which to scrap the lead

 

Drop-down list

Transfer to a queue

+ Select a queue, e.g. appointments, pending sales, etc. 

 

After rules are modified, you may save your changes or cancel them

Note: If you don’t click Save before moving between sections, your changes will be lost. If you choose to revert your changes, you will be asked to confirm your selection.

UI Elements and Functions for Rules


Configuring a Duration

The duration within which a callback may be scheduled or a lead scrapped may be set in Years, Months, Days, Hours and Minutes. 

After configuring the duration, click Apply to capture the duration to the rule configuration. 

Note: Clicking Apply does not save the rule configuration After configuring all the parameters, the rule configuration must be saved by clicking on the Save button at the bottom of the custom rules table.

Selecting a Queue

After selecting a queue, click Apply to capture the queue to the rule configuration.

Note: Clicking Apply does not save the rule configuration. After configuring all the parameters, the rule configuration must be saved by clicking on the Save button at the bottom of the custom rules table.


Deleting Custom Rules 

To delete a selected custom rule, click on the Delete button.


Saving Changes Made to Rules or Undoing Changes

After creating or modifying a rule, the Revert and Save buttons at the bottom of the page will become active. 

  • Save button - Administrators are able to click on the Save button which will trigger the validation of required fields and display error messages, if any. Administrators are not given the option to cancel a save action once selected; i.e. the action of saving a rule cannot be reversed.
  • Revert button - Administrators are able to click on the Revert button to cancel any user action that was done prior to any saving process. This will just cancel all the changes, and any inputs or selections that were done on the whole page/screen will be lost.

Note: Administrators are able to confirm whether to proceed to revert or cancel the revert user action:


Administrators are able to navigate away from the current page/display and select other campaigns menu options in the application without any warning prompts if there are no unsaved configurations.

However, if the administrator has made any configuration changes, they will see a warning prompt “Are you sure you want to leave this page? You will lose all unsaved changes.” 

Note: If you move between the Disposition options and Rules tabs without saving changes, any updates made will be lost.

  • Select the Leave this page button to continue the navigation away action and abandon any unsaved changes.
  • Select the Stay on this page button to stay on the current page and continue making changes.

Error and Information Alerts

Error and information alerts offer a guide to entering parameters. To view a tooltip, hover over an Error/Information icon. In the below example, the user is being prompted to click on the drop-down arrow to configure a duration.


Help!

Click on the Help icon at the top right of the Home page to go to the Readymode Help Center.

Alternatively, on the Apps Grid page, click on the Readymode Help Center icon

 

 

 

 

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