About Call Center Views

Views allow telemarketing agents, managers and marketing campaign owners to review call center activity quickly. You can review each prospect from only one view. The exception to this is a prospect with a Call Attempted or Contacted status. This prospect might also be visible in the Pending Follow-up View if a specific time has been set for followup by the agent who initially contacted the prospect. Telemarketing agents can display all queues and prospects assigned to those queues for which they are responsible. For more information on how a prospect moves or advances through the Views, see About the Telemarketing Prospect Statuses.

View Definitions

The information you can display and search in Oracle CRM On Demand Marketing depends on the view you have selected. The following views are available in the Call Center pane in Oracle CRM On Demand Marketing:

• Open Prospects. The default view for new prospects assigned to a call center only. (No calls have been attempted and no action has been taken).

• Call Attempted Prospects. An agent attempted to reach a prospect but was unable to speak to the prospect. If a followup date was set, then the prospect appears in the Pending Follow-up View.

• Contacted Prospects. The agent successfully reached and spoke to the prospect. However, the agent neither qualified nor disqualified the prospect as a result. If a followup date was set, the prospect appears in the Pending Follow-up View.

• Qualified Prospects. An agent determined that the prospect qualified based on the defined scoring rules, and the prospect is referred to the Sales Department.

• Disqualified Prospects. An agent determined that the prospect is not qualified for referral to Sales at this time and has disqualified the prospect.

• Pending Follow-up. Any prospect in either the Contacted or Call Attempted status for which a followup date has been set.