Hopefully a simple request, but some advice needed!
We are dialling customers, and a percentage of the "Updated -> Answer" records will have an additional custom field (e.g. Follow-Up) set to 1 if we want to follow-up, or 0 if we don't.
Previously, when following up, we've done a largely manual process - exported the original Calling List, reset to "Ready" and "Unknown Call Result", reset "attempt" to 0, and then imported to a different Calling List of the same format (actually in a different Campaign too as we want to do these as Preview not Predictive) and processed the calls.
That works quite well, but is slow and relies on a lot of manual intervention, so I'm looking for a way to automate it as much as possible.
I think the most complex way would be to have the Agent Desktop use the "AddRecord" to add a new record to a new Calling List - but from what I could make out, this is usually (only?) used to add records into the same Campaign / Campaign Group - and we actually want to add records to a completely separate List. So I want to avoid this route...
The other way I considered was having a Stored Procedure running on a Schedule on our DB. This would run every X minutes and would:
- look for all records in the table for Calling List A with follow-up = 1
- insert them into the table for Calling List B, changing the record_status and call_result accordingly
- update each of these records in Calling List A, setting follow-up = 2 (to prevent them being inserted more than once)
The final suggestion (though I've never written one) was to use a DB Trigger - so that when the record was written to the table for Calling List A (follow-up = 1) this triggered a new record to be written into the table for Calling List B, in a similar way to the above.
Does anyone do any of these methods, and can give any pros / cons?
