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Agent Reminder Setup


Support Hub Settings Configuration › Agent Reminder Setup
Last Updated: 07/17/2020

Reminders are a great way to have a follow up tool for an Agent to re-engage with  their clients.  The reminder service is only available in the Calltrackingmetrics Call Center Plan.  Reminders can be setup in a few different ways.

There’s three different ways to set up reminders.  The first way is through the Activity Log and the other is in the Reminder settings. 

  • Agents can access Reminders in the call log and the settings menu, Admins can create Reminder Triggers
  • Reminders come in four different types:
    • Call
    • Text Message
    • Email
    • Desktop Notification
  • Reminders are not actionable field types in CTM, meaning you cannot use reminder dates or statuses in triggers, filters, wrap up panels, or reports. 

SettingsReminders (Manage Reminders)

  • The default view provides a list of the agent’s Reminders for past and upcoming reminders
  • List:
    • Reminder Type – Where is was set ( setting, logs, or trigger)
    • The contact associated 
    • Recurring status
    • Time Zone
    • Start Date
    • Frequency/ End date
    • Agent receiving the reminder
    • Current Status of the reminder

Reminders Log →  SettingsReminders 

  • From here you can see all reminders that have been scheduled (Past & Present)

Additional Reminder Options

  • Everyones Reminders → Account wide settings and notification  (Account view of reminders for all agents)  → Click Everyone’s Reminders to go to: Individual agent view which will switch to My Reminders

 

  • Agent/User Reminders → My Reminders → Click to go back to: Everyone Reminders view 

Reminder Settings → Click to view settings

 

  • Activity Log & Notifications 
    • In the activity Log, select if you would like to hide an activity in the panel and hide the reminder action
    • In the notification section you can select who you would like to send the notification to

Reminder Action

  • When you uncheck the Hide Reminder Actions you will see a clock as show in the call log below.  This means an reminder has been scheduled

Setting up a reminder

Reminders are an automated follow-up tool for agents to re-engage with their clients. In the call log, you can add a reminder to “call back” the Agent on a specific day and time.  Reminders are designed to provide the Agent a one time reminder by initiating a phone call to the agent at a specific date and time.  

Call Log Reminder

 

Building a Reminder in Settings

  • Settings → Reminders → New Reminder

 

Reminders have 5 components to building them. 

  1. General
  2. Scheduling
  3. Who To Invite
  4. Getting Connected
  5. Action After Reminder

1. In the General section add a name and a description

 

2. Next in the Schedule section add the date and time you would like to be reminded

 

  • Once scheduled you can decide if you would like it to be a recurring event,  choose an end date, or choose how many occurrences

 

  • You can also choose the repeat intervals 
    • Daily
    • Weekly
    • Monthly 
    • Annually
    • Every Weekday (Monday – Friday) 
    • Custom 

For Custom setup you can choose:

    • Repeat Every X Days 
    • Ends → Never
    • On X Date 
    • Or After X Occurrence 

 

3. Who to Invite

  • You can choose a Recent Contact or from the Contact List 

 

 

4. Getting Connected

  • Select the → How to Reminder
    • Email
    • Call 
    • Text
    • Desktop Notification 

 

  • For Email 
    • Choose → Email
    • Type the reminder message
    • Click “Save Reminder”

 

  • Click “Save Reminder”

 

  • For Call
    • Select → Call

 

    • Choose a Tracking Number (Tracking number to dial from)

 

    • Select who you want to remind (Agent Name)

 

    • Type the Reminder Message
    • Click “Save Reminder”

 

  • For Text 
    • Select → Text

    • Choose a Tracking Number (Tracking number to text from)

 

    • Type in the number to who you want to send the reminder to
    • Enter the message you would like to send
    • Select “Save Reminder

 

  • For Desktop 
    • Select → Desktop

 

    • Add the Agent you who you want to remind

 

    • Enter the message you would like to send
    • Select “Save Reminder

 

5. Action After Reminder (Only applicable for Call and Text reminders)

  • Agent can select trigger for the dropdown menu 
  • Trigger to run after:
    • Trigger to run when a reminder successfully completes (See Triggers in next section)
    • Trigger to run when a reminder fails to complete (See Triggers in next section)
  • Select “Save Reminder

 

  • Select “Save Reminder

 

Creating Reminders with Triggers

Triggers can be used 3 different ways to setup Reminder Triggers

  1. An automated creation of reminder Trigger
  2. Actions to run after a successful reminder Trigger
  3. Actions to run after a failed reminder Trigger 

*Success and Failed triggers can only be applied to reminders that are calls or text

  • To setup the triggers all that go to Flows TriggersNew Trigger 

 

  1. An automated creation of Reminder Trigger

  • Name the trigger 
  • Add a description (Optional) 
  • Select an Event Trigger
  • In the dropdown menu select → Select the action you want to Trigger
    • In the example below we are triggering: When an action is received  

 

  • Select “Save Changes

 

  • Select  → +Add Workflow

 

  • Select the the rule you wish to add
  • For this example we are selecting: IF Agent IS Present 
  • AND Reminder IS Present

 

  • Select → Add Action – This is the Type of reminder you wish to send (Email, Call, Text, Desktop Notification)

 

  • Reminders can be scheduled in Minutes, Hours, or Days (OR) 

 

  • Remind based on value of custom fields

 

  • Next you will want to assign an Agent

 

  • Enter your message

 

  • Select “Save Changes

 

Note:

  • An agent must be assigned to the reminder, because of this you’ll need to create two workflows, one for when an agent is assigned to the activity and one for setting a default agent for when no agent is assigned to the activity
  • If there’s no agent assigned the reminder won’t be able to run.

 

2. Setting Up the Successful Reminder Trigger

Go to Flows →  TriggersNew Trigger

 

  • Name the trigger 
  • Add a description (Optional) 
  • Select an Event Trigger
  • In the dropdown menu select → Select the action you which to Trigger
    • In the example below we are triggering: When an action is received  

 

  • Select → Trigger 
  • Select → Add Action 
  • Select →  The action you wish to take (Example: When an activity is received) 

 

3. Setting up a Failed Reminder Trigger

Go to Flows →  TriggersNew Trigger

 

  • Name the trigger 
  • Add a description (Optional) 
  • Select an Event Trigger
  • In the dropdown menu select → Select the action you which to Trigger
    • In the example below we are triggering: Through a voice menu or other trigger route
  • Click “Save Changes

  • Next you will want to add →  + Add Workflow 

 

  • Setup the rules you would like to use, in this example:  IF Agent IS Present 
  • Select the action to perform:  Email, Call, Text, Desktop Notification

 

  • Next, Select → Add ActionSet Reminder
  • Reminders can be scheduled in Minutes, Hours, or Days (OR) 

 

  • Reminders can be scheduled in Minutes, Hours, or Days (OR) 

 

  • Remind based on value custom field

 

  • Next you will want to assign an Agent

 

  • Enter your message

 

  • Select “Save Changes

 

Note:

  • An agent must be assigned to the reminder, because of this you’ll need to create two workflows, one for when an agent is assigned to the activity and one for setting a default agent for when no agent is assigned to the activity
  • If there’s no agent assigned the reminder won’t be able to run.


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