Agents can enter a Preferred Contact Time for each day of the week under the demographic.
To set a preferred contact window, open the demographic and, in the Preferred Contact Time section, check the Boolean field (set to true).
After Use Preferred Contact Time is checked, sliders will be available to identify (1) the end of the preferred contact time and (2) the beginning of the preferred contact time as follows:
- Left click on the bar to place the end time slider and drag the start time slider from the left.
- Continue to move the sliders until the time to the right of the day of the week accurately reflects the consumer's preference.
- If no time is identified, "No Contact" will show in place of a time.
- To quickly clear the time identified for a day, left click the "x" to the right of the slider.
- Preferred contact times appear in a 12 hour format, but are stored in a 24 hour format.
Note
At this time, there can only be one stored preferred contact time per day of the week.
Preferred contact time fields for each demographic are available to add to user interface summary sections. The fields with Preferred Contact Time that don't specify a day of the week will display the preferred contact time populated for the current day.
- Preferred Contact Time will be displayed in the consumer demographic's time zone (per the 1st priority address zip code)
- Preferred Contact Time "Local" will display the agent users time zone (which may or may not be the same as the consumer demographic's time zone)
Note
Preferred contact window information stored in ACE does not correspond to data that dialer vendors may use for preferred contact times.
Accounts with a primary demographic preferred contact time identified to be worked locally and be excluded, via logic, from dialer campaign eligibility.
The field, Preferred Contact Time (without a specified day of the week) pertains to the preferred contact time populated for the current day.
Accounts with a primary demographic preferred contact time identified to be worked locally and be excluded, via logic, from dialer campaign eligibility.
The field, Preferred Contact Time (without a specified day of the week) pertains to the preferred contact time populated for the current day.
