When a rep opens Playbooks it has historically appeared on top of the CRM record. Depending on the layout in the CRM, this means that Playbooks may cover critical information in the CRM reps may need while working through Playbooks.
With this update, reps can now optionally turn on side-by-side mode which will make it so Playbooks pushes the CRM over instead of covering the CRM. This is an optional configuration that reps can enable or disable as needed. By default upon release this is set to off.
Reps need to know who is calling them on inbound calls so that they can decide if they really want to take the call. With this update, when a call is routed to a rep they are shown who is calling. Using this information, reps can decide to answer the call or let it go to voicemail.
Going Available for Inbound:
To be eligible to see ScreenPops on inbound calls, a rep must be marked as available for inbound. When a rep logs in they will automatically be set to available and will stay available until logging out or clicking on the green headset. When a rep is not available for inbound the headset will be red.
NOTE: For direct inbound numbers or LocalPresence numbers even if a rep is not available the call will still route to them if they are not logged in.
Receiving The Inbound ScreenPop:
When a rep is available for inbound and a call is routed to them, they will be shown a ScreenPop showing who is calling them. If the prospect is in the rep’s Playbooks account the name will be displayed in the ScreenPop. If the prospect is not in the rep’s Playbooks account the name will be displayed as “Unknown”
- On Active Call: If a rep is on an active call they will hear a beep in their ear. If they press 1 on their phone their current call will disconnect and they will be connected to the new inbound call.
- Not on Call: If a rep is not on a call or connected to the agent leg, a rep’s phone will simply ring when an inbound call is routed to them. All a rep has to do is answer the phone to be connected to the inbound caller.
Inbound Rep Queues
With this update administrators can create Rep Queues within Call Paths that will automatically route inbound calls between multiple reps. For example, a company may put a phone number on a website or billboard. When someone calls that number, Playbooks can now route those calls between reps.
To get started using Rep Queues:
- Create or edit a Call Path.
- Add the new Rep Queue routing option to the Call Path canvas.
- Choose which teams of people should be eligible for the inbound calls.
- Optionally choose a message to play to the inbound caller, otherwise the Call Path will play generic hold music.
When an inbound call comes into the Rep Queue option, the inbound call will be routed to reps one at a time starting with whoever has been waiting the longest to take the call. Each rep will have 10 seconds to answer the call before it automatically goes to the next longest available rep.
Other Product Updates
- Added a date filter option for “is at least” to automation rules.
- Resolved an issue where scheduled calls were not being deleted properly when records were mass-unenrolled from Plays.
- Resolved an issue where desktop notifications were not being displayed for scheduled calls.