Screen Pop Attempts History Tab

If your administrator configures the Personal Connection dialer so that you handle all interactions with a contact, your dialer screen pop includes an Attempts History tab. It contains details about each method of communication with the contact and about each attempt made to connect to the contact.

Columns

Destination Description

The name of the destination being attempted.

Destination Value

The actual destination being attempted. It could be the contact's phone number, SMS number, or email address.

Attempts

The number of attempts made on this destination compared to the maximum attempts that can be made on the destination. For example, 5/10 means that this is the fifth attempt on the destination and up to 10 attempts will occur before the dialer retires the contact.

Available Time

The time at which the destination became available for this attempt. If the destination is ready for calling at the time the preview window appears, this field says Now.

Last Presentation

The date and time at which the last presentation of the preview window on this destination occurred.

Last Outcome

The result of the last attempt on the destination.

Unavailable Reason

If the contact was unavailable, the reason the contact was unavailable. It is one of the following: 

• Exhausted — The phone number or email address was attempted the maximum number of times.
• Finalized — The contact's record expired.
• DNC — The contact requested to be added to the do not call list.
• Last Outcome Not Active for Calling — The last attempt on the phone number ended in a way that prevented the dialer from trying it again this time.
• Destination Not Active — The phone number or email address is inactive.
• Max Answering Machine Detections — The phone number reached an answering machine the maximum number of times.
• Destination Not in Cadence — An administrator needs to add this phone number to the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge cadence.
• Presented — The dialer presented the record but the agent rejected it.

Attempt Report

Below the table, MAX lists information about each attempt on any destination in the record.

Attempt

Each listed attempt begins with the attempt number for the destination and the Destination Description of the attempt. For example, the first attempt on a destination called PhoneNumber might say Attempt 1 (PhoneNumber) in bold text.

Date

The date and time at which the attempt occurred in the format MM/DD/YYYY HH:MM:SS.

Attempt Outcome

The result of the attempt on the destination.