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.
- Notify agents to advertise a special promotion or offer when working on a lead.
Access Acknowledgement Page
To create and/or manage an acknowledgement, hover over CAMPAIGNS and select ACKNOWLEDGEMENTS.
Create Acknowledgement
To create an acknowledgement, you have several options to choose from for every parameter.
The table below provides a brief description on the possible options and parameters on how to create an acknowledgement.
| Fields | Description |
|---|---|
| Campaign | Specify whether the acknowledgement applies to a specific campaign or if it will be shown globally for every campaign. Choose from the drop down menu 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 complete the set up. Click on the Add Acknowledgement button on the above screenshot.
Manage 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.
Acknowledgement Log
Managers and supervisors are able to view who of their representatives have read and accepted the acknowledgements and who haven't through the Acknowledgement Log page of the DaFeeder.
- The acknowledgement log page can be accessed as follows: LOGS → SYSTEM LOG.
- In the subsequent window, select ACKNOWLEDGEMENTS THIS WEEK or ACKNOWLEDGEMENTS TODAY depending on which one you are looking to view.
- The screenshot below depicts all the various acknowledgements created and list down the representatives who have accepted the acknowledgement with the time at which they accepted it.
To learn more about system log, please click here