Use the Result node to handle different dispositions or call attempt results.
For the action you want to take such as use another channel to contact, retry the channel, or move out the contact from the campaign after you obtain the result, use the Result node.
Based on the value in the Value property and the call pacing type you select, the child nodes for Result node change.
However, if the Runtime Change Pacing Type property is set to ON in the parent Call task node, the Value property displays all completion codes. You can then configure Result nodes relevant to the new pacing type a user can potentially specify in real time for the Call task node.
For more information about changing the pacing type of a Call task node in real time, see Allowing to change the pacing type of a Call task node in real time.
For all other values, you can use the Application or Retry node. If you use the Application node, you can also use the Custom action.
At the time of result processing, if the contact has a callback set, then while processing the result, only the custom class is invoked, if specified. The rest of the result processing for that contact is skipped till the callback is attempted. So, callbacks take precedence over retries.
Note:
If any completion code needs agent treatment in a campaign strategy, set the Next State to wait so that the contact is not marked as done.
The following table lists the properties of the node and their descriptions:
Property Name |
Description |
Name |
Use this as a display name in the campaign strategy editor. If you do not specify a name, then the default name is Result. |
Description |
Use to specify the description for the Result node. |
Value |
Select the result (completion code) to take action on. Based on the received result, you can decide whether to keep the contact in the campaign, or move the contact to done state and move the contact out of the job. The completion codes that are available in this field depend on the pacing type of the parent Call task node. If you set the Runtime Change Pacing Type property to ON in the parent Call task node, this field displays all completion codes. |
Next State |
By default there are 3 values in the drop- down list; initial, wait and done. As you add new handlers in the campaign strategy, those states are available in the NextState drop-down list. |
Next State After (sec) |
Use this value to specify time value in seconds. After the value specified is reached, the state of the contact is set to the value mentioned in the Next State. This is useful if you want to wait for another result before taking further action on this result. Ensure that the value of the Next State After property in the campaign strategy is greater than or equal to the value of the time specified in the CCA timer configuration. For jobs with more than 1 handlers in campaign strategy, ensure that the value of the wait time is greater than or equal to the value of the CCA timeout configured in the job when the Next State property is set to a different handler. This is applicable for the following jobs:
|
Edit Description |
Use to edit the description of the Result node. |
