Outbound Queue

The outbound queue is an interface that allows users to view pending and completed outbound calls, as well as to queue outbound calls for a deployed survey. Some aspects of the Outbound Queue are also accessible through the Plum Insight API.

Layout

To reach the outbound queue menu, click the phone icon for the desired survey in the “Actions” column in the list of deployed surveys.

This menu present two different types of information: completed and pending. The “Completed” tab displays outbound calls that have finished their outbound attempts. A completed outbound call can result from the following scenarios:

• Caller answered, but rejected the call (Rejected)

• Caller answered and took the survey (Completed)

• Caller was not reachable (Failed)

• User canceled the outbound call attempts (Canceled)

Completed Tab

The “Completed” tab of the Outbound Queue:

The key items in this interface include:

1. Queue Calls: Click this button to open the “queue calls” dialog window. This window allows users to schedule outbound calls to be queued.

2. Start: This filter lets users control what data is displayed below based on the time when the call occurred. Enter a specific start time to restrict the list of displayed calls to calls that were queued to start at, or after the selected time.

3. End: This filter lets users control what data is displayed below based on when the call occurred. Enter a specific end time to restrict the displayed list of calls to calls that were queued to start before the chosen time.

4. Apply Date Filter: Click this button to apply date filters.

5. Export Data: Click this button to export the entire list of completed outbound calls to a CSV file.

6. Clear Data: Click this button to clear all completed calls from the table.

7. Show Entries: This drop down menu lets users toggle the number of visible table rows per page.

8. Search: Type a partial or complete phone number to filter display results based on the entered data.

9. Page Navigation: Use these buttons to quickly and easily navigate through the list of completed calls.

Table data:

• Phone Number: The destination number for an outbound call.

• Status: The final status of an outbound call.

• Start Timestamp: The date and time when the call was scheduled to begin outbound attempts.

• Duration: Duration of the call. This field may be empty if the caller does not accept the call or if they do not begin the survey.

• Actions:

  • View Visit Details: Click this button to open a window that displays the survey questions as well as the answers to those questions provided by that respondent.
  • View Call Details: Click this button to open a window that displays the details about the outbound call attempt(s), including the number of attempts, and all outbound events that have occurred for the call.

View Call Details Window

Pending Tab

The “Pending” tab is similar to the “Completed” tab with some minor differences.

The items in this menu include:

1. Refresh Calls: Click this button to refresh the list of pending outbound calls. This updates the list with any status changes or newly queued calls.

2. Cancel Calls: Click this button to cancel all outbound calls for the deployed survey. Note: This is a batch process so any calls that connected before or during the cancel event occurred will be completed.

3. Show Entries: This drop down menu lets users toggle the number of visible table rows per page.

4. Search: Type a partial or complete phone number to filter display results based on the entered data.

5. Page Navigation: Use these buttons to quickly and easily navigate through the list of pending calls.

Table data:

• Phone Number: The destination number of the outbound call.

• Queued Timestamp: The date and time the call was queued.

• Number of Attempts: Current attempt progress.

• Last Event:

  • Timestamp: The date and time of the last outbound call event.

  • Status: The status of the last outbound call event.