To learn about adding contacts to Power Dialer, read this guide.
During the Power Dialing Session
Once the power dialing session starts, the power dialer will display all the details that an agent needs:
Session Panel
Stats
Duration - displays the total time duration of the power dialing session.
Contacts - displays the number of contacts dialed vs the total number of contacts on the list.
In Progress - displays the contact that is currently on-call.
In Queue - displays the contact next to the call.
Called - displays the contacts who are successfully called.
Failed - displays the contacts who have not completed the call.
Scheduled - displays the contacts who are scheduled to call.
All - shows all contacts that are enrolled in Power Dialer.
Dispositions
Call and Contact Disposition - Users report the outcome of each call. This is crucial for documenting how the call concluded and any follow-up actions required.
When this setting is enabled in the account, users must set the disposition before the wrap-up timer can proceed. This ensures that all necessary information is captured before moving on to the next call.
Voicemail - This option allows users to leave a pre-recorded message if the call goes unanswered. It's an efficient way to ensure information is relayed even without direct contact.
Power Dialing Task Status
The Power Dialer also includes a mini-phone feature, where you can utilize phone buttons such as mute, hold, redial, and next. It displays primary contact details like location and timezone. Other important features include recording buttons.
Call Task Status - displays the current and call duration.
Call Functions - The user can manually select the functions to hold or end the current call and move to the next.
Mute - Temporarily disable the microphone during a call. You can still hear the other party, but they cannot hear you. Press the mute button during a call. Press the button again to unmute and resume normal conversation.
Hold - Place the call on hold.
Next - Hang up the current call and begin calling the next task.
Redial - Click the redial button in the Power dialer to skip the current call and move the contact to the bottom of the list.
A single contact can only be redialed once per session to avoid an infinite loop of redialing.
Other options - click the three-dot menu to display other buttons:
DNC
Dial Pad
+Add
Transfer
Schedule Callback
Contact Information - shows the contact's basic information; name, location, task list.
Recording Status - depends on user settings, calls can be automatically recorded.
Pause Session - This feature temporarily halts the power dialing session, preventing it from automatically proceeding to the next call. It is especially useful for agents who need to take a break or handle other tasks before continuing with their calls.
End Session - Ends the power dialing session or the task list.
Power Dialing Session Views
Details tab - This tab provides a comprehensive view of a contact's personal information. Users can edit and update this information during a call, ensuring that all data remains current and accurate.
Scripts - Displays the pre-selected script, guiding the agent through each call to ensure consistent and effective communication.
About - Shows the contact profile, including the most recent contact disposition, email address, company, and more. Users can also update the contact's information directly from this tab.
Sequence - Allows agents to enroll contacts in a sequence during the call, streamlining the management process and reducing the need for separate notes.
All Numbers - Displays all phone numbers associated with the contact and allows the addition of new numbers as needed.
Activity - This view displays the contact's communication history as seen from the Contacts menu, providing a comprehensive overview of past interactions. While on the call, users can send messages, emails, or mention someone directly through this interface. This eliminates the need to open another browser or app for note-taking or communication, streamlining the process and enhancing efficiency.
CRM View - Offers a detailed look at the contact’s information stored within the CRM, enhancing customer interaction.
You can add contacts even while you are on an active power dialing session; read this guide.