Understanding Call Results
Depending on how your account is programmed, you may see a variety of outcomes in your web portal. Any call that hits our system and is displayed in your portal will be billed according to your plan.
What are outcomes?
Call types refer to the specific label that defines each path in your script. These can be standard, or can be customized to match your particular needs. For instance, you may have a path for calls to the business owner. The label might be, "Asked for John Wagner." When you sign in to your web portal to view your call log, the Result column will show the corresponding call result for each script path.
Here is a list of standard call results for your reference:
- Added / Canceled Special - When a client has requested that a Special (a temporary instruction that may change the way calls are handled) be added to or removed from an account, this will be noted in the call log.
- Answered Question - This is a type of information-only call. The operator would answer the caller's question using the FAQs provided. May also be labeled Information Only.
- Appointment Canceled - For appointment scheduling accounts, when a caller wishes to cancel an appointment.
- Appointment Rescheduled - For appointment scheduling accounts, when a caller needs to reschedule an appointment.
- Appointment Scheduled - For appointment scheduling accounts, this reflects the initial appointment.
- Automated / Live Solicitation - Automated call or a live-telemarketer.
- Dialed Out - If your script includes a Reach On-Call protocol, each time we make an outbound call to your business, this would be listed in your call log as Dialed Out.
- Form Submitted - For accounts requiring operators to complete a specific form, for example on a client's website. May also be labeled as Sent Data, or something similar.
- Information Only - These callers may be requesting information such as mailing address or business hours, and choose not to leave a message with the service.
- Message Ticket - This is the call type for basic message taking. Message tickets do not follow a specific script path. They are available to the operator to use when the caller's needs do not match the available paths.
- No Caller / Dead Air - Operators will occasionally encounter these types of calls which may be from telemarketers who have disconnected the line. Because operators are required to ask if the caller is still on the line, talk time can accrue and thus will be billed.
- Order Placed - For order taking accounts, or those accounts accepting payments.
- Prank Call - This is rare, but in the event that it does occur, this call type will be listed.
- Reach On Call - For accounts that require the operator to dial out to on-call staff.
- Refused Information - This is a type of information-only call where caller refuses to provide the operator with any information and simply disconnects the line.
- SMS Disregard - This indicates that a text message was received on your account but there was no need to respond, so the message was deleted.
- SMS Send - You'll see this call result when the operator receives and responds to a text message on your account.
- Transferred - For accounts that require the operator to transfer calls (warm or cold patch).
- Transferred to SAS - When a client inadvertently calls their forward number for assistance during business hours, the operators will attempt to transfer the call to SAS Customer Service.
- Web Down - For accounts that require the operator to access your website. You may see this call type if the website was down.
- Wrong Number - If at any point on service you notice a significant number of wrong number calls, a front-end custom greeting can be added to reduce this call type.
If you have any questions regarding call types or your call log, feel free to contact our Customer Service department.
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