Agent Reminder Setup

Rick Ruth

June 20, 2022 16:03

Reminders are a great way to have a follow-up tool for an Agent to re-engage with their clients. The reminder service is only available in the Calltrackingmetrics Call Center Plan. Reminders can be set up in a few different ways.

There are three different ways to set up reminders. The first way is through the Activity Log and the other is in the Reminder Settings.

Agents can access Reminders in the call log and the flows menu, and Admins can create Reminder Triggers
Reminders come in four different types:
- Call
- Text Message
- Email
- Desktop Notification

Reminders are not actionable field types in CTM, meaning you cannot use reminder dates or statuses in triggers, filters, wrap-up panels, or reports.

Flows → Reminders (Manage Reminders)

The default view provides a list of the agent’s Reminders for past and upcoming reminders
List:
- Reminder Type – Where is was set ( setting, logs, or trigger)
- The contact associated
- Recurring status
- Time Zone
- Start Date
- Frequency/ End date
- Agent receiving the reminder
- Current Status of the reminder

Reminders Log → Flows → Reminders

From here you can see all reminders that have been scheduled (Past & Present)

Additional Reminder Options

Everyones Reminders → Account-wide settings and notification (Account view of reminders for all agents) → Click Everyone’s Reminders to go to : Individual agent view which will switch to My Reminders

Agent/User Reminders → My Reminders → Click to go back to Everyone Reminders view

Reminder Settings → Click to view settings

Activity Log & Notifications
- In the Activity Log, select if you would like to hide an activity in the panel and hide the reminder action
- In the notification section, you can select who you would like to send the notification to

V5_-_Reminder-Settings-V1.-1.png

Reminder Action

When you uncheck the Hide Reminder Actions you will see a clock as shown in the call log below. This means a reminder has been scheduled

Setting up a reminder

Reminders are an automated follow-up tool for agents to re-engage with their clients. In the call log, you can add a reminder to “call back” the Agent on a specific day and time. Reminders are designed to provide the Agent with a one-time reminder by initiating a phone call to the agent at a specific date and time.

Building a Reminder in Settings

Flows → Reminders → New Reminder

Reminders have 5 components to building them.

General
Scheduling
Who To Invite
Getting Connected
Action After Reminder

1. In the General section add a name and a description

2. Next in the Schedule section add the date and time you would like to be reminded

Once scheduled you can decide if you would like it to be a recurring event, choose an end date, or choose how many occurrences

You can also choose the repeat intervals
- Daily
- Weekly
- Monthly
- Annually
- Every Weekday (Monday – Friday)
- Custom

For a Custom setup you can choose:

- Repeat Every X Days
- Ends → Never
- On X Date
- Or After X Occurrence

Who to Invite

You can choose a Recent Contact or from the Contact List

Getting Connected

Select the → How to Reminder
- Email
- Call
- Text
- Desktop Notification

For Email
- Choose → Email
- Type the reminder message
- Click “Save Reminder”

Click “Save Reminder”

For Call
- Select → Call

Choose a Tracking Number (Tracking number to dial from)

Select who you want to remind (Agent Name)

Type the Reminder Message
Click “Save Reminder”

For Text
- Select → Text

Choose a Tracking Number (Tracking number to text from)

Type in the number to who you want to send the reminder to

Enter the message you would like to send
Select “Save Reminder”

For Desktop
- Select → Desktop

Add the Agent you who you want to remind

Enter the message you would like to send
Select “Save Reminder”

Action After Reminder (Only applicable for Call and Text reminders)

An agent can select the trigger for the drop-down menu
Trigger to run after:
- Trigger to run when a reminder successfully completes (See Triggers in next section)
- Trigger to run when a reminder fails to complete (See Triggers in next section)
Select “Save Reminder”

Select “Save Reminder”

Creating Reminders with Triggers

Triggers can be used 3 different ways to setup Reminder Triggers

Automated creation of reminder Trigger
Actions to run after a successful reminder Trigger
Actions to run after a failed reminder Trigger

*Success and Failed triggers can only be applied to reminders that are calls or text

To set up the triggers all that go to Flows → Triggers → New Trigger

Automated creation of Reminder Trigger

Name the trigger
Add a description (Optional)
Select an Event Trigger
In the drop-down menu select → Select the action you want to Trigger
- In the example below we are triggering: When an action is received

Select “Save Changes”

Select → +Add Workflow

Select → the rule you wish to add
For this example, we are selecting: IF Agent IS Present
AND Reminder IS Present

Select → Add Action – This is the type of reminder you wish to send (Email, Call, Text, Desktop Notification)

Reminders can be scheduled in Minutes, Hours, or Days (OR)

Remind based on the value of custom fields

Next, you will want to assign an Agent

Enter your message

Select “Save Changes”

Note:

An agent must be assigned to the reminder, because of this you’ll need to create two workflows, one for when an agent is assigned to the activity and one for setting a default agent for when no agent is assigned to the activity
If there’s no agent assigned the reminder won’t be able to run.

Setting Up the Successful Reminder Trigger

Go to Flows → Triggers → New Trigger

Name the trigger
Add a description (Optional)
Select an Event Trigger
In the drop-down menu select → Select the action you which to Trigger
- In the example below we are triggering: When an action is received

Select → Trigger
Select → Add Action
Select → The action you wish to take (Example: When an activity is received)

Setting up a Failed Reminder Trigger