Automation Scenario | Online Help - Zoho CRM

Assess the outgoing call quality of the sales agents

Industry: Insurance | Feature: Workflow Rule | Integration: Zoho Survey and Telephony | Edition: Enterprise

Scenario 
Maria, a sales manager at an insurance company, heads a team of five sales agents. The team offers assistance via phone to clients who have reached out to them on chat or using the contact us form for help in filling out proposal forms. 

She wants to achieve the following:
  1. Track the outgoing calls made by the sales agents  
  2. Make sure that the call assistance is satisfactory, she wants to send a feedback survey to the applicants via email once the call is completed 
  3. Make the survey results accessible only to herself and her manager
Solution
A.  Maria's requirements can be addressed in Zoho CRM by performing the following steps:
  1. Calling customers from CRM
  2. Adding the outgoing calls to a module as records
  3. Setting up a feedback survey form
  4. Triggering the survey automatically following an outbound call
  5. Creating a report to analyze the survey responses.

B. She will need to implement the following configurations to meet her requirements:

  1. Create a custom module named "Call Quality" to store the outbound call records, and set the permission so that only she (sales manager) and the regional manager can access it.
  2. Create the following Fields for the Call Quality module:
    Field Name
    Field Type
    Field Value
    Call Recording
    URL
    -
    Contact
    Lookup
    -
    Call Type
    Picklist
    - Inbound
    - Outbound
    Call Duration
    Single Line
    -
  3. Integrate the CRM account with a Telephony service provider so that the sales agents can call the customers from the CRM account.
  4.  Create a Custom Function to push the outbound call record to the Call Quality module:
    Enter the following details:
    Function Name
    Call Quality
    Display Name
    Call
    Description (optional)
    Create a new record in the module
    Category
    Automation

    Copy and paste the below code:

    Edit Arguments
    Function Name: CreateCallQuality
    Function Arguments
    CallId = Call Id

    callDetails = zoho.crm.getRecordById("Calls",callId);

    createCallQualityMp = Map();

    createCallQualityMp.put("Name",callDetails.get("Subject"));

    createCallQualityMp.put("Owner",callDetails.get("Owner").get("id"));

    createCallQualityMp.put("Call_Recording","https://crm.zoho.com/crm/org685460759/tab/Activities/" + callId + "?sub_module=Calls");

    createCallQualityMp.put("Call_Duration",callDetails.get("Call_Duration"));

    contactId = callDetails.get("Who_Id");

    if(contactId != null && contactId != "")

    {

    createCallQualityMp.put("Contact",contactId.get("id"));

    getContactDetails = zoho.crm.getRecordById("Contacts",contactId.get("id"));

    createCallQualityMp.put("Email",getContactDetails.get("Email"));

    }

    createCallQualityMp.put("Call_Type",callDetails.get("Call_Type"));

    createArry = List();

    createArry.add(createCallQualityMp);

    createDataStr = {"data":createArry,"trigger":{"workflow"}};

    createJsonStr = createDataStr.toString();

    // createCallQualityResponse = zoho.crm.createRecord("Call_Quality",createCallQualityMp);

    // info createCallQualityResponse;

    createCallQualityResponse = invokeurl

    [

    url :"https://www.zohoapis.com/crm/v2/Call_Quality"

    type :POST

    parameters:createJsonStr

    headers:{"Authorization":"2412c2f4061718fb297150ecb515b10e"}

    ];
    info createCallQualityResponse;

  5. Integrate the CRM account with Zoho Survey and create a survey form.
  6. Create an email template named "Feedback survey" and add the survey link to the email.
Workflow Configurations 
1. Configure a workflow rule to create new record in the "Call Quality" module when a call is completed: 
  1. Navigate to Setup > Automation > Workflow Rules and enter the following: 
    Rule Name
    Create Call Quality
    Module
    Calls
    Description (optional)
    Create new record
    When to execute
    On a record action > Create

    Condition 1:

    Which calls will the rule apply to
    All Calls
    Instant Action
    Functions > Call Quality

2. Configure a workflow rule to send a feedback survey via email 
  1. Navigate to Setup > Automation > Workflow Rules and enter the following details:
    Rule Name
    Rate Call Quality
    Module
    Call Quality
    Description (optional)
    Rating and Feedback
    When to execute
    On a record action - Create
Condition 2

Which call quality will the rule apply to
All call quality 
Instant Action 
Email Notification > Survey Form


The records will be pushed to the Call Quality module which contains details of the applicants along with their survey responses.


Call Quality Assessment
Maria generates a report to view the survey responses for each applicant.


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