This article is broken into multiple sections. Use the links below to jump to a specific section.
Q Classifications
It is necessary to create a Q classification for each potential end result of an OmniOut interaction. Agents must select an end result at the conclusion of each interaction because the OmniOut cadence is driven by the result of the previous interaction.
Q Classifications can be found by navigating to Admin > Configuration > Queue Classifications.
Click on the New Classification button, then enter in the queue classification name in the Classification field.
Select the queue that the queue classification should belong to in the Location field. If the queue classification should apply to all queues, select Global from the dropdown list.
Select End as the Type, then click Save. Repeat for all other queue classifications for the campaign. There is an option to set a queue classification as ‘Default’, this will set the end result of the call to the selected default queue classification if the agent fails to select one themselves.
Important: These queue classifications will be utilized in the configuration tables of OmniOut as well as the Campaign Member Statuses in Salesforce. The values must match exactly, including capitalization and punctuation, in all configuration locations.
If you have already installed OmniOut, you can navigate to the next step, updating your Campaign Statuses in SharpenTables. If you haven’t installed OmniOut, please install it from the Sharpen Store (Sharpen Store > Apps > OmniOut).
Setting Campaign Statuses in Sharpen Tables
The “FathomSASFCampaignsStatus” Sharpen Table will need its data structure updated to include the names of the actual queue classifications that are being used in the campaigns. Sharpen tables can be found by navigating to Admin > Configuration > Sharpen Tables > FathomSASFCampainsStatus.
By default, the system will include columns for “qualified,” “noAnswer,” “notInterested,” “dnc,” and “bounce.” More often than not, these will not match up with the desired queue classifications you just created above for your campaign(s).
If these queue classifications will not be used in your campaign(s) please delete these rows by clicking on the trash can icon to the right.
Once you’ve removed the default classifications, you can add the queue classifications that your campaign(s) will actually be using. In the Structure tab of the FathomSASFCampaignsStatus Sharpen Table click on the Add Field button at the bottom of the page.
Then, enter in the name of one of classifications in part 1 into the Field Name field. Toggle on the Add Another button if you have more queue classifications to add. Click on the Create Field button and repeat for all queue classifications needed in your campaign.
Important: The queue classifications must be spelled the exact same way, including capitalization and punctuation, in the table columns as they were configured in the Q Classifications section above.
Failure to do so will result in issues with the cadence functioning as desired.
After updating, you will see a horizontal scroll in OmniOut of all possible queue classifications/end types/dispositions that the agent could select.
If you haven’t created a campaign yet, don’t worry—this verification isn’t necessary in order to continue on. As long as you have the appropriate statuses filled out in the Sharpen Table, you’re done with this section. When we get to the cadence setup, your statuses will show up as they do in the example below: