Acknowledgements are used to pass on important information or updates to representatives working on the different campaigns. Instead of team leads/managers having to provide the information to every agents individually, they can simply send an acknowledgement to all users who will then receive the acknowledgement the next time they try to get a lead from the campaign. Examples of use of acknowledgements are listed below:
- Communicate any messages and information easily
- Communicate reminders to agents
- Provide notice to agents that critical changes have been made to calling script
Below are the steps on how to create and manage acknowledgements once created.
Step 1 - Access Acknowledgement Page
To create an acknowledgement, hover over CAMPAIGNS and select ACKNOWLEDGEMENTS.
Step 2 - Create Acknowledgement
Table 1 below provides a brief description on the possible options and parameters on how to create an acknowledgement.
Table 1. Acknowledgement Creation Parameters
| Fields | Description |
|---|---|
| Campaign | Specify whether the acknowledgement applies to a specific campaign or if it will be shown globally for every campaign. Global - The acknowledgement will be shown on all campaigns. |
| Type | Specify whether acknowledgement will be shown only when the agent access the campaign for the first time or if the acknowledgement will be shown daily. One time only - The acknowledgement will not be displayed again once it is read and accepted. |
| Show Script | If this option is enabled, the calling script of the campaign will be accessible and viewable from the acknowledgement pop up itself. This is useful for times when the acknowledgement is about changes in the calling script itself, hence the agents working on the campaign can directly view the changes to the calling script from the acknowledgement. |
| Title | Title of the acknowledgement to describe the purpose of the displayed acknowledgement. Title is displayed on top of the Acknowledgement Pop Up window. |
| Content | Content of the acknowledgement that you want the agent to read and be aware of before accessing the campaign. |
To create an acknowledgement, you have several options to choose from for every parameter. For instance, you could create an acknowledgement that will be displayed to the agents for every single campaign or you could make it visible to a specific campaign. The table below summarizes the purpose and the different options for every fields in the form.
To complete the set up. Click on the Add Acknowledgement button on the above screenshot.
Step 3 - Add Acknowledgement
After adding the acknowledgement, you can verify it was successfully created by viewing the list of created acknowledgements. To view the list of created acknowledgements, scroll to the bottom of the page until you can see the Acknowledgements section. From there, you can see a summary of the settings of the acknowledgement, further modify the acknowledgement as well as delete it as shown below.
