This document highlights the custom fields and their associated features that the RingDNA Dialer Advanced Solution Package offers upon installation. For information on the package's triggers please see, Understanding the Advanced Solution Triggers.
To disable one of the features outlined below (which is not recommended) please see, How To Disable Features in RingDNA Dialer Advanced Solution Package.
Time to First Response
Measures the responsiveness of an agent’s calls, emails, and SMS to Leads, Contacts, Accounts, Opportunities, and Campaigns.
Lead / Contact Custom fields (23 fields): Tracks Call, Email, and SMS activity.
| Field Label | Notes | Data Type |
|---|---|---|
| Call Attempts | The total number of calls the agent has made to a Lead or Contact. | Number (18, 0) |
| Days Since Last Attempt (Call or Email) | The number of days since a Lead or Contact was called or emailed. | Formula (Number) |
| Email Attempts | The number of emails sent to a Lead or Contact | Number (18, 0) |
| First Inbound Call | Date of the first incoming call made by the Lead or Contact to an agent. | Date/ Time |
| First Inbound Message | Date of the first incoming SMS made by the Lead or Contact to an agent | Date/ Time |
| First Outbound Call | Date of the first outgoing call made by an agent to the Lead or Contact. | Date/ Time |
| First Outbound Message | Date of the first outgoing SMS made by an agent to the Lead or Contact. | Date/ Time |
| Last Email Attempt | Date of the last email sent by the agent to a Lead or Contact. | Date/ Time |
| Last Inbound Call | Date of the last call made by the Lead or Contact to an agent. | Date/ Time |
| Last Inbound Message | Date of the last SMS made by the Lead or Contact to an agent. | Date/ Time |
| Last Outbound Call | Date of the last call made by an agent to the Lead or Contact. | Date/ Time |
| Last Outbound Message | Date of the last SMS made by an agent to the Lead or Contact. | Date/ Time |
| Message Attempts | Total number of SMS the agent has made to a Lead or Contact. | Number (18, 0) |
| Response Type | Designates if a Lead or Contact responded to an agent with a call, email, or SMS. | Picklist |
| RingDNA Context | A field that designates if an update was made byRevenue.io-- it is recommended that this field not be used on a page layout. | Checkbox |
| Time Since Last Call Attempt (Days) | The total number of days since the Lead or Contact was last called. | Formula (Number) |
| Time Since Last Call Attempt (Minutes) | The total number of minutes since the Lead Contact was last called. | Formula (Number) |
| Time Since Last Email Attempt (Days) | The total number of days since the Lead or Contact was last emailed. | Formula (Number) |
| Time Since Last Email Attempt (Minutes) | The total number of minutes since the Lead or Contact was last called. | Formula (Number) |
| Time Since Last Message Attempt (Days) | The total number of days since the Lead or Contact was last sent an SMS. | Formula (Number) |
| Time Since Last Message Attempt (Mins) | The total number of minutes since the Lead or Contact was last sent an SMS. | Formula (Number) |
| Time to First Dial (Minutes) | The total amount of time (in minutes) taken by the agent to dial a Lead or Contact’s phone number for the first time. | Number (16, 2) |
| Time to First Response (Minutes) | The total amount of time (in minutes) taken by an agent to respond when a Contact or Lead contacts them for the first time. A response is counted as a call, email, or SMS. | Number (16, 2) |
Account / Opportunity / Campaign Custom fields (16 fields): tracks Call and Email
| Field Label | Notes | Data Type |
|---|---|---|
| Call Attempts | The total number of calls the agent has made to an Account, Opportunity, or Campaign. | Number (18, 0) |
| Days Since Last Attempt (Call or Email) | The number of days since an Account, Opportunity or Campaign was emailed. | Formula (Number) |
| Email Attempts | The number of emails sent to an Account, Opportunity, or Campaign was emailed. | Number (18, 0) |
| First Inbound Call | Date of the first incoming call made by the Account, Opportunity, or Campaign to an agent. | Date/Time |
| First Outbound Call | Date of the first outgoing call made by an agent to an Account, Opportunity, or Campaign. | Date/Time |
| Last Email Attempt | Date of the last email sent by the agent to an Account, Opportunity, or Campaign. | Date/Time |
| Last Inbound Call | Date of the last call made by the Account, Opportunity, or Campaign to an agent. | Date/Time |
| Last Outbound Call | Date of the last call made by an agent to the Account, Opportunity, or Campaign. | Date/Time |
| Response Type | Designates if an Account, Opportunity, or Campaign responded to an agent with a call, email, or SMS. | Picklist |
| RingDNA Context | A field that designates if an update was made by Revenue.io-- it is recommended that this field not be used on a page layout. | Checkbox |
| Time Since Last Call Attempt (Days) | The total number of days since the Account, Opportunity, or Campaign was last called. | Formula (Number) |
| Time Since Last Call Attempt (Minutes) | The total number of minutes since the Account, Opportunity, or Campaign was last called. | Formula (Number) |
| Time Since Last Email Attempt (Days) | The total number of days since the Account, Opportunity, or Campaign was last emailed. | Formula (Number) |
| Time Since Last Email Attempt (Minutes) | The total number of minutes since the Account, Opportunity, or Campaign was last called. | Formula (Number) |
| Time to First Dial (Minutes) | The total amount of time (in minutes) taken by the agent to dial an Account, Opportunity, or Campaign phone number for the first time. | Number (16, 2) |
| Time to First Response (Minutes) | The total amount of time (in minutes) taken by an agent to respond when Opportunity, Account, or Campaign contacts them for the first time. A response is counted as a call or email. | Number (16, 2) |
Additional Notes
Workflow rules should be activated, if not already, to allow the feature's trigger, UpdateLeadTimeToRespond to bypass validation rules on the Lead, Contact, Opportunity, Campaign, and Account objects in order to update Time to First Response fields successfully.
Should UpdateLeadTimeToRespond conflict with a Validation Rule please update the rule on the specific object to include RingDNA__Context__c = false. The custom field RingDNA_Context__c is used to test whether the update is from RingDNA or not (it is suggested that this field is not exposed in your page layout)
Should UpdateLeadTimeToRespond conflict with a Validation Rule please update the rule on the specific object to include RingDNA__Context__c = false. The custom field RingDNA_Context__c is used to test whether the update is from RingDNA or not (it is suggested that this field is not exposed in your page layout)
Call Backs
Captures the effectiveness of Local Presence and Voicemail Drop by determining if a Contact or Lead returned a call as a result of the agent using one or both of these features.
Call Backs does not possess any custom fields.
Call Backs does not possess any custom fields.