3 results found

1. When reassigning do not notify prospect

   When reassigning a meeting, don't send out a cancellation notification to the prospect. only change the meeting owner to the new assignee - this way it doesn't effect the prospect

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   1 comment  ·  Handoff Router  ·  Delete…  ·  Admin →
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2. Either Deny Ability to Pull "Unavailable" Rep from HH Queue or Designate in Reports

   We run into a common problem with very small queues (for example, our AE1s, of which we have <20) and during certain times of day (i.e., morning huddles or lunch periods) where the queue itself is devoid of "Available" reps. When this happens, we have a separate process we would like our SDRs to follow to find a warm body for the live transfer; however, in their haste, they often do not even notice that the queue is empty and suggesting an "Unavailable" AE -- and will pull them out of rotation when they cannot take the call. When this happens, in the interest of fairness, we have to manually calibrate the tally back for the AE, which can get very time-consuming.

   However, we can only assume that this is due to SDR error, and we do not have any way to actually verify that the AE was truly "Unavailable" when taken out of the rotation. The best we can do is reference the overlapping calendar event, but we also cannot verify whether this blocker was added after the fact.

   Therefore, it would be nice to either have the option to disallow the Handoff button to be pressed for an "Unavailable" rep (and to be able to set this per queue) -- and/or to add data within the HH event report that indicates the AE was taken out of rotation when they were "Unavailable"(in order to confirm context when reviewing disputes).

   We run into a common problem with very small queues (for example, our AE1s, of which we have <20) and during certain times of day (i.e., morning huddles or lunch periods) where the queue itself is devoid of "Available" reps. When this happens, we have a separate process we would like our SDRs to follow to find a warm body for the live transfer; however, in their haste, they often do not even notice that the queue is empty and suggesting an "Unavailable" AE -- and will pull them out of rotation when they cannot take the call. When this… more

   2 votes

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   0 comments  ·  Handoff Router  ·  Delete…  ·  Admin →
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3. Ability to block Assignees from being booked for certain period of time

   We would like to allow our new AEs to be booked for meeting from certain date on, let’s say on 10th for example. (after they finish the onboarding program). What we do now, we add new AEs to queues on 10th in the morning. However, in this case they will have just a very few (if any) meetings on their first days/first week. We would like them to be already properly booked when they start. It would be great if there would be a way that we add these AEs to queues already today, but they will only be available for being booked after the 10th. So that until 10th, our SDRs will be booking only for current AEs like today, but if prospect wants to schedule a meeting after 10th, our new AEs will be available to be booked as well. My suggestion is to add a new option, when Admin can block assignees from being able to book from certain period of time, but anytime outside of those, they will appear available to be booked and used in round robin as well. The same as we are able to set working hours. At the moment the only workaround seems to be creating an event which will mark new AEs as busy for the whole days until 10th. However, this is always risky because due to human error, someone cannot accept this meeting, or not being marked as busy in Outlook, or just change it manually. Also, they are doing onboarding in our case so they have some days packed with other meetings. Then we would ended up with meeting being booked for someone who does not work yet.

   We would like to allow our new AEs to be booked for meeting from certain date on, let’s say on 10th for example. (after they finish the onboarding program). What we do now, we add new AEs to queues on 10th in the morning. However, in this case they will have just a very few (if any) meetings on their first days/first week. We would like them to be already properly booked when they start. It would be great if there would be a way that we add these AEs to queues already today, but they will only be available… more

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   Idea  ·  0 comments  ·  Handoff Router  ·  Delete…  ·  Admin →
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