Keypad Scoring

Keypad Scoring allows you to enter valuable information about a 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 record 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.

Use this article to learn how to:

  • Set up Keypad Scoring for a company in your account
  • Disable Keypad Scoring for a company

Getting Started

Before activating Keypad Scoring, you'll want to ensure your company's call tags are set up, and that you've activated lead classification for the company in your account where you'd like to use Keypad Scoring. 

  • Set up call tags to classify your calls on your activity dashboard and reports in the Keypad survey.
  • Activate lead classification to score your calls as leads and populate your Lead Funnel Report in using the Keypad survey

Once these features have been set up, you'll be able to select them 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.

    company_drop.png

  2. Click Settings at the top of the page.

    settings.png

  3. Select Keypad Scoring within the Tools list.

    Screen_Shot_2017-08-23_at_4.18.13_PM.png

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

    Screen_Shot_2017-05-02_at_5.01.28_PM.png

  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.

    Screen_Shot_2017-08-21_at_1.12.56_PM.png

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.

    company_drop.png

  2. Click Settings at the top of the page.

    settings.png

  3. Select Keypad Scoring within the Tools list.

    Screen_Shot_2017-08-23_at_4.18.13_PM.png

  4. Uncheck all of the boxes under Configure

    Screen_Shot_2017-03-20_at_1.17.31_PM.png

  5. Select Save to disable Keypad Scoring.

    Screen_Shot_2017-08-21_at_1.12.56_PM.png
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