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Overview

CallCatalyst™ is a new Account type for all-manual dialing. With human-initiated dialing, these Accounts can remain compliant despite the ever-changing restrictions around auto-dialing.

CallCatalyst™ also refers to a new Campaign Type with a role for initiating calls in a one-to-many dialing model. 

Contents

CallCatalyst™ Account Type

No auto-dialing can be used on these Accounts.

  • The Dial Methods available for CallCatalyst Accounts are Manual Dial, Preview Dial, Preview & Inbound, and Inbound Only.
  • The Campaign Types for a Call Catalyst account are Normal, Call Catalyst, Call Catalyst Skill Routing, and SMS.

CC Account Dial Methods & Campaign Types.png

CallCatalyst™ Campaign Settings

Call Catalyst is also a Campaign Type that implements a one-to-many dialing model. This Campaign has a special role known as a Clicker.

Clickers manually initiate all the dials in a Call Catalyst Campaign.

Due to this new role, Call Catalyst Campaigns feature a few different Outbound Settings compared with other Campaign Types.

  • (A) Dial Method:
    This will always be Manual Dial for Call Catalyst Campaigns.
  • (B) Clicker Initiated Timeout:
    This setting determines how many rings the system will allow before the Clicker needs to initiate the call.
  • (C) Agent Initiated Timeout: (Renamed from Manual Dial Timeout)
    For manual calls, this setting determines the maximum number of rings that will occur on the Lead's phone before the call disconnects automatically.
  •  (D) Clicker Timeout: 
    This setting determines how many minutes a Clicker can be idle before they are forced into the designated Timeout Status.
  • (E) Clicker Timeout Status: 
    This setting designates the Status that Clickers will be forced into when they reach the timeframe specified in the Clicker Timeout.
    • This can be set at the lowest of 5 rings and the highest of 10 rings. 
      • Options increase by .5 increments.

Call Catalyst Outbound Settings.png

CallCatalyst™ Skill Routing Campaign

The Call Catalyst Skill Routing Campaign Type offers the benefits of Skill Routing with the Call Catalyst dialing model.

The Leads processed by the Clicker(s) will route to Agents based on a specific Skill Route. 

  • The Skill Routing rule setting is on the Campaign Settings General tab.

Select Skill Route for CC Skill Routing Camp.png

The remaining Campaign Settings mimic those found in the standard Call Catalyst Campaigns.

 

SMS Campaign

SMS Campaigns allow Agents and Workflows to send text messages to Leads. Clickers only process outbound phone calls, so SMS Campaigns in Call Catalyst Accounts do not operate any differently from those in regular Accounts.

CC SMS Camp.png

CallCatalyst™ ACL

The Access Control List gives different access permissions to different Users in your Account. Admins and Super-Admins can create Custom ACLs to give specific permissions to their Users to better suit their Call Center's needs than the default ACL options.

The Call Catalyst ACL grants the User permission to access the Clicker Interface. 

  • With Read access, the User can view the page but cannot log into a Campaign as a Clicker.
  • With Read and Write access, the User can log into a Campaign and send calls to Agents.

Call Catalyst ACL.png

 

Clicker Page & Interface

The Clicker Interface is a page within the Admin App where Clicker Agents can process calls to send to Agents logged into a Call Catalyst Campaign.

1.) Click the Call Center main menu.

2.) Click the Call Catalyst menu option.

  • Accounts that are Manual type - Call Catalyst Accounts—will not show the Advanced Lead Filters menu option and will instead show Call Catalyst in this menu. Vice-versa, non-Call Catalyst accounts will not see this Call Catalyst menu option but will see the Advanced Lead Filters menu option.

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The Call Catalyst page will open.

callcat3.png

This page is similar to the Agent Monitor. There are Clicker Metrics on the Agent Monitor as well, which is explained further later.

callcat4.png

The Call Catalyst dashboard has an abbreviated view focused on calls initiated by Call Catalyst, as well as only Call Catalyst Agents and Clickers.

callcat5.png

Agents Waiting
This widget will display the number of Agents who are available to take a call and are waiting for a call.

Clickers Logged In
The amount of Clickers logged in to Call Catalyst Campaigns.

AVG CLICK RATE

The average rate at which the Clicker is clicking.
TODAY'S LEADS SKIPPED

The amount of Leads that have been skipped by the Clicker.
TOTAL LEADS SKIPPED

Total all-time Leads that have been skipped.
TODAY'S CALLS SENT

Total calls that have been sent today by the Clickers.
TOTAL CALLS SENT

The all-time total amount of calls that have been sent by Clickers.
AVG CALLS SENT SPEED

The average speed at which calls are sent by the Clicker.

 

Select Campaigns

Activity will not begin until the Clicker logs in to one or more Campaigns.

CALLCAT6.png

The Select Campaigns button will open the Call Catalyst Login modal window.

CallCatalyst™ Login

  • Select one or more Campaigns to log in to using the checkboxes.
  • Click the checkbox at the top of the column to select all Campaigns available.

Call Catalyst Login Select Campaign.png

  • You can choose to log in with a selected Availability using the drop-down.

Availability and Max Clicks drop-downs.png

Availability:

  • Ready
  • Paused
  • Logout

Clicker Availability Options.png

Max Clicks per Second
Set a maximum amount of clicks per second the clicker can make using the Max clicks per second drop-down

  • 5 number increments
  • 5-50

Max Clicks per Sec Options.png

  • Click the green Login button to log in to Call Catalyst.

Login button Call Catalyst.png

  • You can change the Availability and Max clicks per second from the Call Catalyst page once you are logged in to Campaigns.

callcat12.png

When the Call Catalyst Campaign starts running, the Leads will show up below the table on the right of the page.

callcat13.png

Lead ID
The Identification Number of the Lead.

Phone Number
The phone number for the Lead.

Action
The Clicker uses the Process button to send the calls to the Agents.

callcat14.png

Switch Campaigns

Click the green Switch Campaigns button.

  • (After logging in the button changes from Select to Switch.)

callcat15.png

  • Uncheck the checkboxes for Campaigns you want to switch out of.
  • Check the checkboxes for the Campaigns you want to log in to.

callcat16.png

  • Change the Availability, and Max clicks per second if necessary.
  • Click the green Switch Campaigns button to change Campaigns.

The Call Catalyst page will start filling with Leads to Process.

callcat17.png

Refresh or Close Call Catalyst

Clickers should refrain from refreshing or closing the Call Catalyst page while logged in. They must Log Out before refreshing or closing the Call Catalyst page.

Call Catalyst Availabilty drop-down.png

If a Clicker refreshes or closes the page while on Paused or Ready they will receive an error when accessing the Call Catalyst page.

Error Modal Call Catalyst.png

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Agent Monitor for CallCatalyst™

New fields on the Agent Monitor are for specifically tracking Clickers.

  • Leads Skipped
    How many Leads have been skipped by Clickers.
  • Total Clicks Performed
    How many calls the Clicker has processed.
  • Avg. Clicker Speed
    The speed at which the Clicker is clicking.

click2.png

Clickers will also appear along with other Agents in the Agent Monitor.

click3.png

 

Clicker Performance Report

Reports main menu → Custom Reports menu option → Common Reports → Clicker Performance Report.

This report shows the Clicker Agents' overall performance by showing their total Clicks, Skips, and Leads Delivered.

click1.png

Users can filter this Report based on various conditions:

  • Date Range
  • Users
  • Campaigns
  • Lists

Users have the ability to view the Report as a bar graph, line graph, and pie chart.

Bar Graph:

X-Axis Number of Clicks
Y-Axis Clicker Name
Bars
  • Skipped
  • Clicks
  • Leads Delivered

Line Graph:

X-Axis Clicker Name
Y-Axis Number of Clicks

 

Pie Chart:
Displays each Agent's Skips as a slice of the total number of skips made during the date range.

Columns in the table:

Clicker Name Names of the Clicker Agents
Skipped Total number of Leads skipped by the Agent.
Clicks Total number of clicks made by the Agent.
Lead Delivered Total number of Leads delivered to an Agent.
Click % Percentage of clicks made out of the total Leads presented.
Skip % Percentage of skipped Leads out of the total presented.



 

 

 

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