Custom Statuses are custom dial statuses that you can add to be used for a specific Campaign.
You can get to the Custom Statuses screen by clicking on the "Statuses" link in the sub-menu for the Campaign section, then clicking the Campaign you would like to edit statuses for.
Below is a defined list of fields you can configure when adding a new Custom Status.
The name of your status. Must be 1-8 characters in length.
The description of your status. Must be 2-30 characters in length.
Defines whether the Status shows up in the system as a disposition.
Used when calculating the drop percentage, or abandon rate. Setting Human Answer to Y will use this status when counting the human-answered calls.
Allows you to group several statuses into a category that can be used for statistical analysis. There are also 7 additional settings that will define the kind of status:
- DNC (Do Not Call),
- Customer contact,
- Not interested,
- Scheduled callback,
The MIN SEC and MAX SEC fields for each status will determine whether an agent can select that status at the end of their call based upon the length of the call. If the call is 10 seconds and the MIN SEC for a status is set to 20 seconds, then the agent will not be able to select that status. Also, if a call is 40 seconds and the MAX SEC for a status is set to 30 seconds, then the agent will not be able to select that status.