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Cloverhound Cloud Widget

Opening and Closing the Widget​

Click the campaign icon to toggle the widget open or closed.

widget campaign icon

The widget will also close when you click outside its area, provided that the widget placement and locationType setting are appropriately configured.

Preview Tab​

The preview tab allows you to:

  1. Review preview campaign record details
  2. Call preview campaign records

The widget behaves differently depending on the call status and user actions.

Collecting Preview Records​

The widget will fetch a new customer record in these scenarios:

  1. When an agent first opens the widget after logging in
  2. When the preview time expires and the widget is reopened
  3. When an agent clicks "Refresh" with no data available
  4. After a failed call attempt and the agent clicks "Next"
  5. When an agent clicks "Skip", if the allowSkipRecord setting is enabled.

Viewing Records​

When a customer record is found, it will be displayed along with any additional information. You may need to scroll to see all details if there is extensive additional information.

additional info part 1 additional info part 2

If no record is available, you'll see this message:

no data available

If an error occurs while requesting data, you'll see a browser alert:

error collecting records

Interacting With Preview Records​

Making Calls​

When you click "Call", the widget initiates a Webex Contact Center outdial using the preview record's phone number and one of these ANI options (in priority order):

  1. Customer ANI from the preview record
  2. Default ANI from the preview record
  3. First ANI from the outdial ANI list

Other Actions​

  • Skip: Available before any other action is taken with the record, if the allowSkipRecord setting is enabled
  • Refresh: Appears when no data is available after checking for a preview record
  • Next: Shows up after an unsuccessful call attempt
record skip call

If a call fails, the widget will display an error message and the "Next" button:

error calling records

Callback Tab​

The callback tab allows you to:

  1. Review campaign record callback details
  2. Schedule callback for a campaign record
  3. Remove the callback from a campaign record

The callback tab is enabled after the record is called. Check out the Making calls section above for more details.

Viewing Record Callback​

  1. Click the callback icon to switch to the Callback tab.
callback tab enabled
  1. The widget will fetch and display the campaign record callback details.
callback datetime selected

Remember that if you are working on a record from a preview campaign, you can navigate back to the Preview tab by clicking the campaign icon within the widget, if required.

If the record is associated with a different type of campaign, namely predictive, progressive, or IVR, you can set up a general callback for that contact using the widget.

warning

For predictive, progressive, or IVR campaign records, you will not see the callback options for that record at the time the contact is offered to you; these options will only be accessible after the record has been assigned to you.

Additionally, the callback options will continue to be accessible until the call wrap-up time concludes, or until the call ends in the absence of a wrap-up period.

Scheduling a Record Callback​

  1. Click the callback icon to switch to the Callback tab if needed.

  2. Enter the date on the date input field.

    • By clicking each of the date part (yyyy, mm and dd) and typing its value.
    callback date input
    • By clicking the calendar icon and selecting the date on the calendar picker.
    callback date picker

  3. Enter the time on the time input field.

    • By clicking each of the time part (--:-- -- if 12h format, or --:-- if 24h format) and typing its value.
    callback time input
    • By clicking the time input field and selecting the time with its picker.
    callback time picker

  4. Click the checkbox Personal Callback to switch to personal callback if needed. This checkbox will be displayed only when the record is from a preview campaign and the saveCallbacksAsPersonal option is configured to false within the Cloverhound Cloud Widget Configuration settings.

callback datetime selected
  1. Click Save to apply the changes.
callback datetime saved

Removing Callback From Record​

  1. Click the callback icon to switch to the Callback tab if needed.

  2. Click Clear to clear the callback date.

callback datetime to clear
callback datetime cleared
  1. Click Save to apply the changes.