Keypad Scoring

Keypad Scoring allows you to enter valuable information about any inbound call as soon as it ends. In the survey, you can score the call as a lead, add a tag to the call for reporting purposes, and enter a value for the call.

After your conversation ends, press the “*” key to start the Keypad Scoring survey, or wait for the customer to hang up the call first. The caller won’t hear this survey, just the agent taking the call.

Getting Started

If you'd like to tag your calls through the survey, you'll want to ensure your company's call tags are set up for the company in your account where you'd like to use Keypad Scoring before turning this feature on. Call tags help you classify calls on your activity dashboard and for this keypad survey.

Once this feature has been set up, you'll be able to select it when activating Keypad Scoring. Keypad scoring messages can only be read in English (US).

Set up Keypad Scoring

The Keypad Scoring feature is company-dependent within your account. Follow the instructions below for each company where you'd like to use Keypad Scoring.

  1. Choose the company where you'd like to use Keypad Scoring.

  2. Click Tracking at the top of the page.

  3. Select Keypad Scoring within the Calls & Texts list.

  4. Click the checkbox for Mark as a qualified lead to include lead classification in your post-call survey. These options are pre-configured automatically for you.

  5. Click the checkbox for Add a tag to include call tagging in your post-call survey, and choose the tags for each keypad number. You can choose up to 9 options here.

  6. Click the checkbox for Record a value if you'd like to be able to enter a numeric value for a call after it ends. The amount you enter in the value field will display on your Activity dashboard after the call ends.

  7. Select Save to activate Keypad Scoring.

Disable Keypad Scoring

The Keypad Scoring feature is company-dependent within your account. Follow the instructions below for each company where you'd like to disable Keypad Scoring.

  1. Choose the company where you'd like to disable Keypad Scoring.

  2. Click Tracking at the top of the page.

  3. Select Keypad Scoring within the Calls & Texts list.

  4. Uncheck all of the boxes under Configure.

  5. Select Save to disable Keypad Scoring.

FAQs

Can I use Keypad Scoring on an outbound call?

Keypad Scoring is currently only available for inbound calls to your tracking phone numbers.