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Administrator Guide Last updated on: November 20, 2020
Contents Introduction to Velocify ...... 8 Roles and Responsibilities ...... 8 Getting Started...... 11 Installation ...... 11 IP Restrictions ...... 12 Main ...... 12 DR ...... 12 Email Setup for Error Messages ...... 13 Set Up a Chatter Free User ...... 13 Velocify Admin Tab ...... 14 Overview – Left Panel ...... 15 Company Links...... 16 Shortcuts ...... 17 Page Layouts ...... 17 Lead Layout ...... 17 Velocify Admin Settings ...... 24 Wizard ...... 24 How to Run Setup Wizard ...... 24 Object Configuration...... 25 How to Enable and Configure New Objects ...... 26 How to Set Up New Objects in Velocify ...... 26 Custom Owner Field ...... 26 Defined Objects ...... 27 Configuration ...... 28 Export Criteria ...... 30 Person Accounts ...... 31 Copy Status ...... 33 Sync Fields ...... 34 History Data Management...... 36 Velocify Record History Item (VRHI)...... 37 UI Settings...... 37 Call History Settings ...... 48
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Salesforce Lightning Styles ...... 50 Salesflow ...... 52 Actions ...... 53 How to Add a New Action ...... 54 Statuses ...... 55 How to Edit a Status ...... 55 Add Action to a Status...... 56 How to Add an Action to a Status ...... 56 Processes ...... 57 How to Configure a Process...... 57 Close Record...... 61 Process Close Record...... 61 Close Related Account ...... 61 Close Related Contacts ...... 61 Automatic Email Process...... 62 Sales Optimization ...... 64 Prioritization...... 64 Priority Rules: Create Priority Queues...... 64 How to Set-Up Priority Rules ...... 64 Priority Info Bars ...... 66 How to Set Up Priority Info Bars ...... 67 Search in Priority View...... 67 Priority Info Bar (User View) ...... 68 How to Set Up Priority Views and Combined Views...... 70 Priority View Settings...... 73 Insight Panel ...... 73 Display ...... 74 Priority View Column Headers – Resizing and Reordering ...... 75 Pulse Search...... 75 How to View and Edit Velocify Search Layout Priority View...... 76 Widget Library...... 79 Access Widget Library ...... 80 Types of Widgets...... 80
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Velocify Widgets ...... 81 Related Records Widget ...... 82 Customize Widget...... 83 Custom Related Records ...... 84 Custom Widget...... 85 Preview Custom Widget...... 87 Timeline Widget ...... 88 Widget Administration ...... 89 Widget Locations ...... 89 Detail View Layout ...... 94 Customize Detail Widgets ...... 95 Widget Layout for Dial IQ Heads-Up Display (HUD) ...... 95 Customize HUD Widget ...... 96 Widgets – User Experience ...... 96 Insight Panel ...... 96 Detail Widgets...... 109 Dial IQ HUD...... 111 Instant Text Messaging/SMS...... 113 Distribution...... 116 Distribution Setup ...... 116 Add Category Caps ...... 116 Tab: Program Details ...... 123 Shotgun Connect...... 124 Tab: Schedule When Does it Run ...... 124 Tab: Record Filters: Which Records ...... 125 Tab: User Filters: Who Receives Records? ...... 125 Distribution Program Search ...... 126 Configuration Management ...... 127 Export/Import Admin Configurations between Orgs ...... 127 SalesFlow > Actions ...... 127 To Export a Configuration ...... 127 To Import a Configuration ...... 129 Additional Information ...... 130
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Audit Logs...... 131 Audit Logs for Distribution Programs/Priority Rules ...... 131 User Management ...... 133 Create New Group...... 133 Permission Sets...... 135 Assign Licenses ...... 137 Warning ...... 138 Additional Permission Sets...... 138 Permission Sets...... 139 Velocify Admin ...... 139 Velocify Dial IQ Transferring ...... 139 Velocify Read Only ...... 139 Velocify Sales Manager ...... 139 Velocify User ...... 140 Velocify Business Admin ...... 140 Bulk Assign Licenses Using Data Loader ...... 140 Salesforce App ...... 140 How to Set-Up for Administrators ...... 141 How to Set-Up for Users ...... 141 Communication ...... 141 Dial IQ –Inbound Calls ...... 141 How to Create Inbound Call Flows ...... 142 Call Flow Mapping Area ...... 144 Voice Applet Toolbar ...... 144 Voice Applets ...... 144 Distribution Applet...... 145 Dial Applet ...... 145 Greeting Applet ...... 145 Menu Applet ...... 147 Timing Applet...... 148 Call Queues...... 152 How to Set-Up Dial-IQ Inbound ...... 154 Dial IQ Distribution Methods ...... 155
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Provision Phone Numbers ...... 156 Dial IQ – Outbound ...... 158 Heads Up Display (HUD)...... 159 Voicemails ...... 160 Call Transfers ...... 164 Call Recordings ...... 164 Time Zone Protect ...... 165 State-Based Time Zone Protect ...... 166 International Dialing...... 169 Dialer Reports...... 171 Velocify Admin tab...... 171 Dialer Productivity Report ...... 172 Summary Report...... 172 Agent Summary Report ...... 172 Call Activity Summary Report ...... 172 Inbound Call Detail Report ...... 172 Data Management Reports ...... 172 Call Activity Data...... 172 Data Management ...... 172 Text Templates...... 174 Email Composer ...... 176 Set-Up Email Composer ...... 176 Set-Up Option 1: From Priority View ...... 176 Set-Up Option 2: From Velocify Admin Tab ...... 179 Sales Manager ...... 183 Sales Manager Dashboard ...... 183 Top of the Page tabs to view level of activity for each user...... 183 Live Coaching...... 190 Listen Mode ...... 190 Whisper Mode ...... 190 Barge Mode ...... 190 How to Access Monitoring and Live Coaching...... 190 How to Launch Live Coaching ...... 191
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How to Initiate Live Monitoring...... 193 Information Displayed in Sales Manager HUD ...... 195 Inbound Call Metrics ...... 195 Call History Report will show Live Coaching Activity ...... 196 Distribution Log ...... 196 Salesforce Reports...... 199 Pulse Client Settings and Lightning App Utility Items ...... 200 Lightning Dialer Setup ...... 200 Create Event in Priority View for Lightning Users ...... 205 Client Controlled Features ...... 206 Ability to Hide the Create Event from the Priority View ...... 206 Disable the Support Tile on the Velocify Admin Home Page ...... 208 Ability to Rename the Velocify and Velocify Admin Tabs ...... 208 Ability to Use Priority View Name in Priority View – Object Selector ...... 210
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Introduction to Velocify Welcome to Velocify! This Administrator Guide has been designed to help you as a Velocify Pulse Administrator.
Each database is unique so not all topics will be relevant to you. You may contact Client Support with your specific questions at 844.327.3206. Hours of operation are from 6:00am-6:00pm PST. You can also contact them via email at [email protected]. If you have questions about your account or want to upgrade, please contact your account manager.
Roles and Responsibilities Velocify Role Velocify Role Description
Director o Provide management oversight and guidance to project team to ensure meeting objectives of the project o Responsible for confirming required resources are made available to support the project effort o Oversees resolution of escalated issues o Approve scope changes o Participate in project steering committee meetings Solution Architect o Lead and facilitate business/functional requirements gathering sessions o Assist with the solution design effort o Manage the creation and approval of the business requirements o Responsible for assisting client in achieving the business benefits of the program o Manage project scope, resolve resource issues, manage project timeline/budget, manage issues, and understand user requirements o Work with client project manager on project issues o Communicate with other project stakeholders regarding project status and on issues needing resolution o Manage relationship between business partners
Functional Consultant o Perform analysis and design activities o Work with project team to gather business/functional requirements o Lead and facilitate the solution design effort o Prepare the business requirements and solution design documents o Provide ‘Best Practices’ guidance to the Velocify solution o Assist in Testing o Review deployed project
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Velocify Role Velocify Role Description
Technical Consultant o Perform technical analysis and design activities o Work with client to gather technical requirements o Lead and facilitate all integration activities o Understand data flow to third party applications o Provide “Best Practice” guidance to the Velocify solution o Head up third party integration testing Business Consultant o Perform analysis activities o Provide “Best Practices” guidance to the Velocify solution o Assist in Testing o Lead user adoption of application during go live and Fine Tuning Trainer o Provide Velocify Admin Training to client participants o Assist in the facilitation of Train the Trainer Materials o Understand client training needs
Client Role Client Role Description
Project Sponsor o Responsible for sponsoring project effort and ensuring required resources are made available to support the project effort o Responsible for achieving the business benefits of the program o Provide direction and guidance to project team on requirements for the project. o Lead in project steering committee meetings o Decision maker relating to scope changes and issue resolution o Ongoing owner of the overall program Roadmap Project Manager o Manage project scope, manage project budget, manage change management o Work with Velocify project manager on project issues o Communicate with internal and external project stakeholders on project issues needing resolution. o Facilitate client technical team responsible for hardware, software, operating system, source system extractions, and Velocify configuration. o Manage relationship between business partners o Coordinating Training Efforts o Sign off on UAT o Manage post production support
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Client Role Client Role Description
Sales Management o Provide vision of how end users will utilize Velocify on a day to day basis o Provide how Velocify should interact with 3rd party software o Involved in discussion when developing system requirements o Provide insight on overall sales workflow Infrastructure Telephony o Provide expertise on internal telephony systems o Build custom integrations between Velocify and internal Telephony systems o Installs, configures, and tests hardware environments o Deploys System into production environment Power Users/Lead SME o Participate in requirements gathering & discovery efforts o Subject Matter Expert regarding the CLIENT business process o Defines workflow, lead prioritization, lead form fields o Coordinate with marketing to define drip email marketing strategy o Perform UAT using existing cases Day-to-Day Admin o Maintaining and updating the Velocify Pulse application o Coordinating managerial functions (e.g. adding/removing users, reporting, adding new vendors, etc.). o Coordinating any support and/or consulting requests to Velocify. o Managing any additional training needs for new users, administrators.
Trainer o Participate in Velocify Training o Coordinate with Velocify on creation and implementation of training materials o Creation of ongoing onboarding process for new users
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Getting Started Installation 1. Search for Velocify Pulse in the Salesforce AppExchange. 2. Choose the environment for the install.
3. Select option Install for Admins Only. 4. The installing admin must also have API Enabled selected in their Profile.
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IP Restrictions If you use IP restriction in your Salesforce org for your users, you must whitelist Velocify by Ellie Mae Pulse IPs. Main 34.236.179.158
35.172.152.67 52.21.127.120 DR 34.217.162.91
34.218.148.97 35.161.79.107
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Email Setup for Error Messages Velocify by Ellie Mae Pulse uses an error notification process that will send certain application errors to a Velocify Pulse Inbox ([email protected]). By default, these messages are sent through the Installing Admins Salesforce User, and count towards your org’s daily email limit. If you do not want the Velocify Pulse application’s errors to count against the org daily limits, a Chatter Free user can be set up. Once set up (see steps below), application errors will be sent to the Chatter Free user, bypassing the normal email daily limit. Set Up a Chatter Free User 1. Go to Setup> Users. 2. Create a New User. a. Set Email to [email protected]. b. Choose User License = Chatter Free. c. Choose Profile = Chatter Free User. d. Mark user as Active.
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Velocify Admin Tab 1. Click the Velocify Admin tab.
2. Click the Run Setup Wizard button or Settings tab in the side menu to configure new objects or modify existing ones.
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Overview – Left Panel
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Company Links
o Support o Release Notes o Tutorials
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Shortcuts This section identifies the different shortcuts
o Permission Sets: Create, View, and manage which features are enable for users o Custom Objects: Directly access the objects behind your Velocify data o Lead Layout: Account Layout Manage your Velocify Lead Layout o Account Layout: Manage your Velocify Account Layout o Opportunity Layout: Manage your Velocify Opportunity Layout o Contact Layout: Manage your Velocify Contact Layout Page Layouts o Page layouts control the layout and organization of buttons, fields, Visualforce, custom links, and related lists on object record pages o They also help determine which fields are visible, read only, and required o Use page layouts to customize the content of record pages for your users Lead Layout 1. Click the Lead Layout icon.
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The Lead Page Layout section displays
2. Select Edit link next to the Page Layout name
3. In the Lead Layout panel, go to the Quick Actions list and click Visualforce Pages.
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4. Drag and Drop a Section to the Page Layout.
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5. In the Section Properties window:
a. Type the Section Name (such as Velocify) b. In the Layout panel, select 1-Column c. Click OK.
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6. Back in the Lead Layout menu, drag and drop Velocify Lead Detail button to the Velocify section.
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7. Click the spanner icon on the top right corner of the Velocify section.
8. On the Visualforce Page Properties window:
a. Increase Height (in pixels) to 800 b. Select the Show scrollbars check box. c. Click OK 9. Repeat process for each object (Accounts, Contacts, or Opportunities)
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Lead Detail Page (Example)
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Velocify Admin Settings Wizard Use the Wizard option on the Velocify Admin Tab and use the tools within the feature to automatically integrate Velocify Pulse with Salesforce. Updates can be made here after set-up is complete
Go to the Settings option (left side panel) or click the Run Setup Wizard button to configure new objects or modify existing one. How to Run Setup Wizard Click the Run Setup Wizard button to go through the guided set-up process.
Object Configuration Provides basic mapping of the primary object fields
Sync Fields Synchronize additional Salesforce fields that will be used in Velocify prioritization and filters
Copy Status Provides tools to import statuses used in your Salesforce environment into your Velocify Pulse Salesforce environment
Licenses Assign and manage your organization’s users who have been assigned a Velocify license
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Export Criteria Define which records within your Salesforce environment are managed and visible to Velocify for each object
Initial Sync Start syncing records and fields to Velocify Object Configuration
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How to Enable and Configure New Objects 1. Point to Settings and then click Object Configuration. 2. Select an Object to modify (Leads, Opportunities, Accounts, Contacts)
NOTE: Only objects that have been activated by the Velocify Functional Consultant in the Salesforce Org will appear here (after set-up in Wizard). Object Configuration creates the basic mapping of the primary object fields. How to Set Up New Objects in Velocify 1. Point to Settings and then click Object Configuration. 2. Select the object to add and follow the Set-up Wizard to select the Status Field and Field Mapping)
Custom Owner Field This feature is beneficial for organizations with shared owner model sales strategy. Shared owner is a strategy that allows more than one owner of a record; so it can be jointly shared and worked on by a number of different people.
For example, some organizations prefer to have a record owned by an Account Executive (AE) but initially qualified by a Business Development Rep (BDR)
The AE can be the record owner but the record can be distributed and prioritized based upon the user designated in this field.
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How to Enable Custom Owner Field Contact [email protected] to enable Custom Owner Field When the feature is enabled a Custom Owner ID can be selected on the Object Configuration page. NOTE: Fields with asterisks are associated to related records.
Custom Owner Field Tips o Custom Owner only applies to Velocify specific features (i.e. Distribution and Priority Rules) o Custom Owner will not affect standard Salesforce visibility unless your organization has functionality built around this specifically. o The Custom Owner field must be a lookup formula field to a User. o The Custom Owner field must be required. Pulse is not designed to handle records without an owner. o The primary Admin must have write access to the field. o All other users must have Read access to the field. o CreatedByID and LastModifiedById should not be used as customer owner fields. Defined Objects Use this feature to configure standard and custom Salesforce objects, such as Cases, for use with Pulse. This feature helps prioritize and distribute records from other Salesforce objects.
NOTE: Defined objects are not available out of the box. If you need access to this feature, contact your Velocify Account Manager.
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Configuration After Defined Objects has been enabled for your Velocify instance, use the Object Configuration setting to configure the custom object(s) activated for your instance.
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How to Configure Defined Objects: 1. Click Object Configuration, and then click the custom/standard object tab you want to update/configure.
2. Configure the object to define statuses, owners, custom owner, and map the core fields. NOTE: This process is identical to configuring the out of the box objects available in your Velocify instance. After configuring and mapping the core fields, you can also use the other Settings options to Export Criteria, Copy Status, and so on. o Once you have configured your Define Objects, your users will see them in their Priority View.
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Defined/custom objects will be displayed with other Salesforce objects within the Velocify tab, and function similar to your existing objects. Selecting the custom object will display their priority view.
Similar to existing out of the box objects, you can define the priority view, distribution program, etc. of these custom objects. Export Criteria
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o Manage the criteria that will define which Salesforce records are assigned a Velocify ID and then become available within Velocify for Guided Selling Note: Must be done for each separate object (example: opportunity, contact, account)
o Only records that meet the criteria will be available within Velocify o If you need additional filters, you can add criteria by using the +Add Another Row at the bottom of the page o You can also choose whether to only export records that meet all of the selected criteria; or to export records that meet any of the selected criteria. o Click Save Export Criteria after adding all necessary filters to each object Person Accounts Use Person Accounts to create contact strategies on both traditional business accounts and individual/person accounts. Person accounts are configured like Custom Objects, with their own set of configurations and synced fields.
1. If your org has Person Accounts enabled, you will see a ‘Person Accounts’ tab in Object Configuration. Map fields as appropriate for this object. Note: Fields that contain an asterisk (*) next to them indicate a Related record field.
2. Define export Criteria for Person Accounts a. It is suggested to include the Person Account Record Type ID Note: You may also want to add Criteria on the Account Object to Exclude the Person Account record Type.
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3. Select the Statuses associated with Person Accounts that you want to use in your Engagement Strategy.
4. Select the fields you would like to use in Prioritization or Distribution logic.
5. Define Priority Rules and Distribution Programs as appropriate. NOTE: Person Accounts are a Salesforce feature that combines Accounts and Contacts into a single object type. The Person Accounts Pulse functionality will only be available to those customers that have Person Accounts enabled in their org.
If Person Account records were previously synced to Velocify (prior to the Velocify 19.3/19.4 upgrade), the following changes are suggested: If your organization is not ready to specifically configure Person Accounts at time of Upgrade o Update Export Criteria to EXCLUDE Person Account Record Type ID o Update Priority Rules for Account object to exclude Account Record Type ID o Be sure to check the generic PRs like Upcoming Event If your organization is ready to start using Person Accounts o Configure the Person Object for use with Pulse o Do a touchmod to all Velocify synced Person accounts, so that the LM Object is properly updated from ‘Account’ to “Person Account’ o As an FYI, in LM the Person Accounts will show as object Type = Account for any Person Account record that was synced prior to the Velocify 19.3 upgrade. o Create appropriate Statuses, Actions, Priority Rules, Distribution programs, etc. for use with Person Accounts
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Copy Status
o Provides tools to import statuses used in your Salesforce environment into your Velocify Pulse environment o Copy statuses for each object separately by selecting each tab and choosing the statuses to copy o When statuses are changed in Salesforce, they can be updated here o Statuses selected here will be used for building Priority Rules, Actions/Statuses, and Distribution programs NOTE: Statuses need to be added to the record status/stage pick list to be available to copy to Velocify
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o Select Copy Status from Settings side menu, select which ones you want to copy, and click Save.
Sync Fields
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History Data Management
This tool helps enable Salesforce admins to remain in compliance with their overall Salesforce data storage limits while maintaining Velocify Record History data
1. Set the number of days to keep Velocify Record History Items in Salesforce
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2. Create a Scheduled Batch process to manage the data
3. Aggregate data (Velocify Record History) will continue to incorporate expired history, but the individual records will not be available for reporting. Velocify Record History Item (VRHI) If your Velocify Record History Item (VRHI) object is consuming a large amount of your Salesforce data storage; please contact Velocify Support to prevent VRHI Records being created for:
o Manual Status Change o Manual Ownership Change UI Settings
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Use this option to update the Velocify logo with your own corporate logo. The Velocify logo is the default/out of the box option. You can update this with your company’s logo and revert to the Velocify logo from your custom logo. Selected logos are displayed in the following two locations:
Priority View
Dial-IQ Dialer HUD
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When you customize the logo, Pull Programs listed under your Priority View drop-down list display Star icons instead of the Velocify logo.
To Update Logo: 1. Log into Velocify Pulse as an administrator. 2. From the Admin tab, click Settings, and then UI Settings.
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3. On the UI Settings page, read the logo specification recommendations, and click the Update link to upload an image file that matches the criteria.
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4. Use the options in the Update Logo window, to replace the Velocify Pulse logo with your custom logo.
a. Use the Upload Image option to add images from your computer. b. After you successfully replace the logo, your image file will be saved as a Static Resource in Velocify. For subsequent updates, you can select your image file from the Select Static Resource option. Since you are accessing this setting for the first time, there are no saved images, so can only use the Upload Image option to update the logo. 5. Drag and drop files or click the Click to Browse button to upload your image file. For the purpose of this exercise, we will use the Click to Browse option.
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6. Navigate to your image file on your computer, select it, and then click the Open button.
7. Click the Create Resource button.
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8. Click the Update button.
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9. Back on the UI Settings page, click the Save button.
NOTE: A message will display for a few seconds confirming the success of the image update.
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To View the Updated Logo in the Application: 1. Click the Velocify tab to view the updated logo on your Priority View.
2. If your instance has Dial-IQ enabled, click the Phone icon to view the updated logo in the HUD.
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3. Click the Priority View drop-down list to view your pull programs that are now updated with Stars (instead of Velocify logos).
To Reset the Logo: 1. Go to the UI Settings page (Velocify Admin> Settings> UI Settings). 2. Click the Reset link.
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3. Click Save.
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Call History Settings Use the Call History Settings to configure the definitions of abandonment and service levels for your organization.
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Based on your Call History Settings configuration, Sales Managers and Admins can leverage the following metrics to help better monitor Inbound calls:
o Abandonment Rate: Use this metric to understand the percentage of abandoned inbound calls. Calculated as a percentage where # of Abandoned Calls / Total Inbound calls for the selected filters.
o Service Level %: Use this metric to monitor the number of inbound calls being answered according to your desired call SLA. The Service level percentage is calculated as (# of Inbound calls > Service level Seconds) / Total Inbound Calls
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Salesforce Lightning Styles Salesforce Lightning Design Styles are applied to the Velocify tab of the Pulse application, as part of the initiative on Accessibility support to the WCAG 2.0 Level AA standards.
Priority View / List Views
o Active record is highlighted in green, next activity record is highlighted in gray
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Insights Panel
o Each Widget section header is always blue o Progress bar widget - Green indicates completed milestone, Blue indicates most recent completed milestone, and Gray means milestone has not been met
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Salesflow
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Salesflow is divided into three parts: (1) Action (2) Status (3) Processes
o An Action tells the system what the user did or what happened on a call o Examples: Called Left Message, Does Not Quality, Not Interested o A Status is a one or two-word description of where the lead, opportunity, account, or contact is located along the sales cycle o Examples: New, Contact Attempt 1, Contacted o Status and Actions work together to facilitate the sales cycle and manage leads
Actions
An Action tells the system what the user did on a call
Examples: Called: Left Message, Called: No Contact
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How to Add a New Action 1. Navigate to the side panel > Choose Salesflow > Select Actions. 2. Click Add New Action button.
3. Enter: Title of Action 4. Check box to Require a Comment 5. Check box for Contact Attempt o If you want the action to equal a contact attempt, check this box (equal to milestone) 6. Check box for Contact o If user speaks with prospect, this action will qualify as a contact. If so, check this box 7. Choose Milestone from drop-down list o A milestone is when a lead reached a certain point in the sales cycle and can indicate that a milestone has been reached: Contact, Qualification, or Conversion 8. Redistribute Record Using Program o Redistribute lead using existing distribution program o Select from drop-down list o Example: If the action is “Manager Review” and the redistribution program redistributes the record when an action is taken to a manager for review 9. Click Submit button TIP: Add a “General Comment” action to each status/stage so user may make a comment that does not advance the status/stage of the record.
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Statuses A Status is a one or two-word description of exactly where a lead is located along the sales cycle
Examples: New, Attempting Contact 1, Contacted IMPORTANT: A Status must be created in Salesforce first and then copied through the settings in Velocify Admin (refer to how to copy statuses section). This allows for the creation, editing, organization, and tracking of Statuses in Velocify.
How to Edit a Status 1. Navigate to Salesflow > Choose Statuses 2. Go to Options > Choose Edit.
3. Edit: Title 4. Milestone: The name of a milestone will appear here if there is a milestone. If no milestone, none will be displayed in the drop-down list 5. Sort: Allows for the control of the order in which statuses will appear o To sort and change the order, use the arrows to move the status up and down the list.
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TIP: Add a “General Comment” action to each status/stage so user may make a comment that does not advance the status/stage of the record. Add Action to a Status Actions must be added to each status in order for users to access them. Each status can have a unique set of actions available. How to Add an Action to a Status 1. Navigate to Salesflow > Choose Statuses 2. Go to Options > Choose Actions.
3. Select the Action from the Available Actions list and click Add. 4. The action appears in the right side box, Actions in Status. 5. To automatically change the Status upon the Action being taken, select the Action from the Actions in Status list, select the Status from the drop-down, and click the Trigger Status Change button. NOTE: If the trigger is not set, no status change will occur after the user takes the action. If the controls on this page are inactive (grayed out), it is because your workflow functions have been locked down to prevent changes to your Milestone data.
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Processes Bring it all together!
Automate standard processes and conversions, ensuring your team will always follow the correct steps.
How to Configure a Process 1. Navigate to the side menu > select Salesflow > Processes. 2. Select +New Process or Actions and select Edit to modify an existing workflow.
3. Follow the on-screen steps to define the criteria, trigger, and rules for this process: a. Enter Name (required) b. Description (optional)
WARNING: If a user does not have access to the Velocify Process object, that user will not be prompted to perform any post-action processes defined in the steps above. The system will not alert the user that they are not seeing any processes.
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c. Criteria: Click Criteria d. Click Add Another Row (illuminates criteria)
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f. Select Criteria Operators from drop-down list o In or Not In
g. Click the Update Fields box if the Entry Criteria contains the Object Type.
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Based on the object selected, the Update Fields box will display selected objects. Click the Update Fields box to display the Update Fields.
h. From the object drop-down lists, select fields to update for that object.
i. Click Save. Important: These chosen fields will be presented to users at the time of submitting an Action.
NOTE: If no object criteria is defined, the editable fields box will be grayed out.
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j. Click +Step (green button).
k. Make a selection from the Available Steps list. l. The selected step will display different fields to complete. Close Record Velocify Processes allow the ability to close out a Velocify Record History when current engagement strategy is complete The Close Record process should be created if you require the ability to manage each engagement strategy separately. For example, you may have a new lead that comes in from your website. Your rep will execute your engagement strategy with no luck resulting in them going to a Nurture Status and the Velocify Record History being closed. Then that same lead may choose to re-engage at some point in the future. Because the previous VRH is archived (Closed), a new VRH will be created to track the new engagement strategy Process Close Record Use this step to close out a record that is no longer being worked
Once a record is closed, its Velocify History will be reset and removed from reporting unless a user interacts with that record again Close Related Account o If the action is taken on a Contact, this step will close the Contact’s parent account o If the action is taken on an Account, this step will close the Account o If the action is taken on any other object, this step will do nothing o Once a record is closed, its Velocify History will be reset and removed from reporting until a user interacts with that record again Close Related Contacts o If the action is taken on a Contact, All other Contacts related to the same Account will be closed
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o If the action is taken on an Account, All Contact records related to the Account will be closed o If the action is taken on any other object, this step will do nothing o Once a record is closed, its Velocify History will be reset and removed from reporting until a user interacts with the record again
Watch the Video
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Automatic Email Process Velocify administrators may define a specific Salesforce Email template to be automatically sent when a user commits a specific action Must be using Velocify Email Composer to use this process This will ensure process consistency and save the user time
a. From the Available Steps window, select Auto Email. b. From the Email Template drop-down list, select a Salesforce template.
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c. When your user commits the action that is associated with the automatic email a screen pop-up will display. d. The user will click either the Send email or Do not send email button.
e. When the email is sent a message will display confirming the email send.
f. User clicks Ok
Additional Information:
o Email will be automatically sent so user will not be able to make any changes. o If a user wants his/her email signature to appear in the template, it must be configured in the Salesforce Email Template o Email Sent will appear in user Timeline and email provider (example: Outlook or G Suite)
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Sales Optimization Prioritization o Prioritization is a feature that automatically organizes and ranks records in order of importance. o You develop the methodology by which records and opportunities will be organized in Velocify Priority View, which is done through Priority Queues o When the queues are enabled, it scans through a user’s records in real time and creates a dynamic call list o Only records that require action appear on the list. The record will drop-off the list once an action is taken. o This allows a user to move quickly and consistently through their records and eliminates time spent figuring out which record should be called next Priority Rules: Create Priority Queues Priority Rules define the highest priority records to be automatically organized and ranked in user’s Priority View How to Set-Up Priority Rules 1. Navigate to Sales Optimization and choose Priority Rules.
2. Click the Add New Queue button.
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3. In the Queue Details window:
a. Type a Title b. Object Type: Select one or more Objects. Object is used in filtering the Priority Rules (within Admin) and will not be considered in Priority Rule Record Filters c. Contact Channel: This is the default suggested Action (Call, Email, Text) that displays in Priority View. Text is currently not supported.
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d. If you select Email as a Contact Channel, select an email template from the Template field. NOTE: Selecting a template is not mandatory. The template you select here, will be the default template used when your user selects Email action from their Priority View. Email Template. Salesforce Email Templates are saved in their public unfiled folder. Go to Set-up> Communication Templates>Email Templates>Unfiled Public Email Template Folder.
e. Click Save. Priority Info Bars Priority Info Bars provide users with specific information about how leads are prioritized.
Examples may be: Status of Open: Call Immediately or Hot Leads: Call Now
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How to Set Up Priority Info Bars 1. Go to Sales Optimization > select Priority Rules. 2. Go to an existing Priority Queue and click the Edit link (under Options). 3. Click the Queue Details tab. 4. Enter information in the Priority Info Bar panel:
Search in Priority View Use the Search feature in Priority View to search programs by Title, Display Name, Display Details
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Priority Info Bar (User View)
In the Card View, the Priority Info Bars will display as ribbons:
1. Click the Schedule: When Does It Run? tab. Use the options in this tab to enable/disable the priority program.
a. Select times from time picker. Queue can be set-up during business hours or 24/7 cycle b. In the Options column, click Clear to clear the times. To copy one time (start or finish) to all days, click inside the time field, and then click Copy to All.
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2. Click the Record Filters tab. Use this tab to identify specific sets of records to be prioritized. This is based on system filters, operators, and value.
3. From the Column drop-down list, select a value. This will include system and custom fields. 4. From the Operator drop-down list, select appropriate values. The Operator column will display values depending on the selected column field. 5. From the Value drop-down list, select appropriate values. The Value column will display values depending on the selected column field. 6. Click the Add Filter button.
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The created filter will be displayed on the Current Filters panel. Use the Edit and Delete links on each filter to update and/or remove the filter.
NOTE: The order of the priority queues is very important as this determines the order that records will be populated in the priority view Drag and drop to move the queues up and down How to Set Up Priority Views and Combined Views 1. Click the Velocify Admin tab, point to Sales Optimization, and then click Priority Views.
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2. On the Priority Views page, click + New View button. 3. On the New Priority View page:
a. Description: Type a brief overview/title. b. Available Objects: Select the object you want to make visible. NOTE: For a Combined View, select Leads and Opportunities or any other combination of objects. c. Default View: Select this check box if view should show up for users who are not assigned another view with the same object types OR d. Users: Assign the view to specific users by selecting the check boxes corresponding to the users. e. Use the tools at the bottom of the page to manage which information will be shown to users in the Priority View f. Each column and row can be dragged to the position for user view g. Use the tools at the bottom of the page to manage which information will be shown to users in Leads and Opportunities Priority View. h. Each column and row can be dragged to the position for user view
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i. Columns: Use this section to define the columns that will display data. Default columns are listed out of the box. Use the Edit and Delete links to edit and/or remove existing columns. Click the Add Column link to add more columns. The maximum number of column headers is 10.
Example of a User Priority View:
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Priority View Settings Insight Panel You can control the Insight Panel display by using the Auto Open Insight Panel setting on the Velocify tab, Home page.
To go to the Auto Open Insight Panel setting: 1. Click the Velocify tab.
2. Click the My Settings icon.
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3. In the Auto Open Insight Panel, the ON button is enabled by default so that the Insight Panel automatically displays when you select a record. If you click the OFF button, you will need to double-click a record to expand and view the Insight Panel.
Display Use the Display option within My Settings to configure the List View or Card View of your Priority View.
List View
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Card View
Priority View Column Headers – Resizing and Reordering o Column Headers can be resized and reordered so Users can customize their view o Changes will be saved in browser settings
TIP: This feature cannot be turned on and off. The Action Column is locked and will stay in the left most position
Pulse Search With the 18.2 release, the Priority View setting has been updated with a Velocify Search View option. This is a default view of the search results with the objects that you have identified for Velocify.
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You can update the default Velocify Search Layout to customize it according to your company’s needs. It is recommended that you keep the Name to provide the Salesforce hyperlink to the detail record, and the phone number and email address, since these are the primary channels of communication. How to View and Edit Velocify Search Layout Priority View 1. From the Velocify Admin tab, point to Sales Optimization in the left menu, and then click Priority Views.
2. Verify that Velocify Search View is listed in the Priority Views list.
3. To update the default settings, click the Edit link.
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4. Use the links in the Actions column to edit or delete the default columns.
5. Click the + Add Column link to add more columns to your search results.
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6. In the Add new column window, select a field from the drop-down list for each object. NOTE: You can choose to keep fields blank, but it is recommended that you update the values to ensure more robust search results.
7. When are done configuring the fields for this column, click the Add button.
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8. Back in the Edit Priority View window, confirm that your entry was added to the Columns table, and then click Save to return to the Priority Views page.
Release Notes https://lmhelp.velocify.com/hc/en-us/articles/360000384406-Pulse-18-2-Release
Widget Library The Velocify Pulse Widget Library is a highly extensible and flexible framework to make each of your users more productive. Widget Library builds on existing functionality in four ways:
o Allows for greater personalization – each user/role can see a different set of widgets for each Salesforce Object (Leads, Accounts, Contacts, and Opportunities) o Expands Widget Layout options as well as location widgets of where widgets can be located (Priority View, Detail Page, and now the dialer HUD) o Defines which Related Objects and fields to display in the Related Records widgets o Provides additional out-of-the-box default widgets Release Notes http://lmhelp.velocify.com/hc/en-us/articles/213886163-Velocify-Pulse-September-16-Release-Notes
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Access Widget Library Navigate to Velocify Admin tab > Sales Optimization > Widgets
Types of Widgets The following widget types are available:
o Velocify (default) o Timeline o Related Records o Custom Related Records o Custom
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Velocify Widgets o Widgets with type Velocify are default widgets, which are included in the library o The layout column indicates the number of layouts the widget has been applied o Velocify (default) widgets cannot be modified
Velocify Widget Name Velocify Widget Description
Progress o Quick visual indicator of the progress made in qualifying a record o Will show Created Date, Last Distribution, Last Contact Attempt, Last Contact, and when Qualified based off Velocify Actions Taken Timeline o Displays all Velocify Activity (distribution, actions), Salesforce Tasks, and Field updates (if field history is enabled). o Entries are shown with most recent activity at the top o Provides activity and timeframe filters to restrict amount of data shown to user Upcoming o Displays any future Salesforce Events scheduled for the associated record Local o Displays a Google Map based off the address associated with the record. o Local time and weather are available as conversation starters. Email Verify o Used to help support prospecting activities o Email verify will suggest email patterns based and probability of correctness based on other contacts within that organization and common email practices o This allows you to test that validity of the email pattern Dialer o Displays which record is being dialed o Prior to September 2016 release, the Dialer only appeared in the Left Navigation pane, now admins can choose to add this widget to the Detail pages or Priority View Call History o Displays the last 10 calls made by the user
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Velocify Widget Name Velocify Widget Description
Call Recordings o Displays the Date / Time/ Duration of calls made, along with a link to play the call recording Take Action o Allows admins to place the Velocify Action Pane on Detail pages (default) or on the Priority View
Related Records Widget 1. To create a new Related Records Widget, click the +New Widget button.
2. Type the name of the widget. 3. Type a description of the widget. 4. From the Type drop-down list, select Related Records.
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Customize Widget 1. From the Select Object Type drop-down list, choose from one of the following values, that applies to the new widget: o Leads, Accounts, Contacts, or Opportunities 2. From the Select Related Object drop-down list, make a selection. 3. In the Add Fields to Table field, type field name to search for field name o As fields are added, selected fields will display in the Related Records box 4. Click Save. You can Edit or Delete related records.
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Custom Related Records 1. To create a new Custom Records Widget, click the +New Widget button.
2. Type the name of the widget.
3. In the Description field, type a brief overview of the widget. 4. From the Type drop-down list, select Custom Related Records.
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5. In the Customize Widget panel, go to the SOQL Post field and type the SOQL Query. NOTE: If there are any SOQL errors, this widget cannot be saved.
6. In the Column names (separated by commas) field, type column names. NOTE: Preview will be updated with column names. Custom Widget 1. Click the +New Widget button.
2. Type the name of the widget. 3. In the Description field, type a brief overview of the widget.
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4. From the Type drop-down list, select Custom.
5. In the Enter URL field, type the Visualforce page address that will link the custom widget.
6. Click the Settings icon to pass parameters to the Visualforce page.
7. Click Submit to save changes and see preview of widget.
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Preview Custom Widget 1. From the Preview Custom Widget drop-down field, select the preview size of the widget.
2. Type the Record ID (examples: LeadID, Contact ID) to use for the preview. 3. Click the Refresh Preview button.
NOTE: You can modify custom widgets using the Edit and Delete links.
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Timeline Widget The Timeline Widget displays all Velocify and Salesforce activities.
How to Create a Timeline Widget 1. Click the +New Widget button.
2. Type the name of the widget. 3. In the Description field, type a brief overview of the widget. 4. From the Type drop-down field, select Timeline. 5. In the Customize Timeline Widget panel: a. Select Enable Closed History to view activity from archived Velocify Record History. This check box is unselected by default. b. In the Filter timeline by section, select activity type from drop-down list.
6. Click Save.
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Watch the Video – Timeline Widget https://vimeo.com/211721829 Widget Administration Multiple widgets can be created based on specific needs Widget Locations Widgets can be used in the following three different locations
o Priority View: Insight Panel o Detail Page: Lead, Account, Contact, Opportunity o Dial IQ Heads-Up Display (HUD): If using Dial IQ How to Create a New Priority View Layout: 1. Go to Velocify Admin tab > Sales Optimization > Widget Layouts.
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2. Click the +New Widget Layout button.
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3. In the New Widget Layout Configuration window:
a. In the Configuration Name field, type the name of the layout. b. In the Description field, type a brief overview of the layout. c. Select the Default Layout check box to make this the default layout. d. Select Users/Profile: i. Use this panel to search for users who will see this widget ii. Select the check box corresponding to the user to add the user to this layout.
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f. In the Select Object step, click one of the following tabs: Lead, Opportunity, Account, or Contact g. In the Select a Priority Preview Layout step, click to select a layout. h. In the Customize Widgets for Priority View step, click + Add a tab. i. In the Add Widget window, select a widget from the drop-down list.
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j. Click the Add button.
k. Click the Save Configuration button. Example of Local Widget
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Detail View Layout To Create a Detail View Layout: 1. Navigate to Velocify Admin tab > Sales Optimization> Widget Layouts 2. Click +New Widget Layout button 3. The New Widget Layout Configuration screen appears: 4. Enter: Configuration Name 5. Enter: Description 6. Default Layout 7. Check this box for Set this configured layout as a default 8. Select Users/Profile who will see this widget 9. Check box next to user’s name
10. Select Location: Detail from drop-down box 11. Select Object: Lead, Opportunity, Account, Contact 12. Click Radio Button to select Detail (only one layout per object for Detail)
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Customize Detail Widgets 1. Click Add a tab
2. Choose widget from drop-down list 3. Click Add button 4. Click Save Configuration
Important Note: The Detail Layout allows for a maximum of five widgets to be added Widget Layout for Dial IQ Heads-Up Display (HUD) 1. Navigate to Velocify Admin tab > Sales Optimization> Widget Layouts 2. Click +New Widget Layout button 3. The New Widget Layout Configuration screen appears: 4. Enter: Configuration Name 5. Enter: Description 6. Check box if want to select as Default Layout 7. Select Users/Profile who will see the widget o Check box next to user name 8. Choose location: HUD
9. Select Layout (there is only one layout for HUD)
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Customize HUD Widget 1. Click +Widget 2. Choose Dialer or Call History from drop-down list 3. Click Add button 4. Click Save Configuration button
5. Dialer will display the standard dialer 6. Call History will display last 10 calls made by user (all calls made and not the last 10 calls for selected record) Widgets – User Experience Insight Panel o Will display the specific widgets per the defined Priority View Widget Layout assigned to user o Refer to Priority View Settings for information on how to turn the Insight Panel on and off
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Widget Types Create the following types of widgets in the Pulse Insight Panel to help enhance and modernize the UI and providing more flexibility by leveraging more Lightning features:
o Lightning Flow: Use this widget to call a flow/process within Salesforce, such as editing a Lead record. o Lightning Components: Use this widget to consume Lightning components within the Insight panel.
To Create a Lightning Flow: 1. Log into Salesforce as an admin, and click the Setup icon. 2. Click the Setup option from the drop-down menu.
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3. In the Quick Find field, and type flow.
4. Go to Process Automation, and click Flows.
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5. Click the New Flow button to create a flow for your business process.
For example, you can create a flow for your Quick Edit Lead business process, leveraging the Salesforce Flow feature.
You can include processes such as Get Records, Edit Lead Screen, Update Lead Records, and confirmation window with affirmation, and rejection messages with reasons for rejection. Images of these processes are provided below.
NOTE: This is a suggestion/sample flow only. You can create different, multiple flows to cater to your organization’s business needs.
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Get Records
Edit Lead Screen
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Update Lead Records
Confirmation window with affirmation, and rejection messages with reasons for rejection.
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To Create a Lightning Component: 1. On the Setup page, go to the Quick Find field, and search on “component”. 2. Click Lightning Components.
3. Click the Create New View link to create a new Lightning Component using the two available development frameworks - Aura and Lightning Web Components (LWC). NOTE: Lightning Components need to be flagged and IsEligible. Also, only record-level components are currently supported.
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To Create a New Widget, Leveraging Lightning Flows and/or Components: 1. Click the App Launcher.
2. Click Pulse Lightning.
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3. Click the Velocify Admin tab.
4. Point to Sales Optimization, and then click Widgets.
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5. Click the + New Widget button.
6. Type a name, description for your widget. 7. In the Type drop-down field, note that you now have Lightning Component and Lightning Flow as options.
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8. For the purpose of this exercise, select Lightning Flow. NOTE: Selecting Lightning Component will have a similar workflow, with Lightning Component- specific values displayed.
9. From the Select flow drop-down list, click to select a flow that you have created, such as Update Record.
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10. Enter a record ID and then click the Refresh Preview button to preview the widget.
11. Review the widget in the preview tab and then click Save.
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12. You will be navigated to the Widgets page where a success message displays and the new widget is now listed.
To Apply the New Widget to a Layout: You can create different flows or components specific to different objects. Use the Create Widget Layout feature to assign a widget layout for each business process and object.
1. From the Sales Optimization menu, click Widget Layouts.
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2. Click the + New Widget Layout button.
3. Update information in the widget layout creation page fields. 4. In the Customize Widgets section, add the Lightning Component and/or Lightning Flow widgets created earlier, to the widget layout. 5. Click the Save Configuration button. NOTE: Starting with this release, when users update information in the Priority View widgets, the data in the Priority View will not refresh automatically. The value will be retained until the user refreshes the Priority View, to help track records/data without the interference of changing views.
Detail Widgets o Will appear in Velocify section on Account, Contact, Lead, and/or Opportunity (as applicable)
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o If call details are populated by Data Management batch job (refer to Data Management section) then users can to view call activity by Call Transfers, Inbound Calls, and Outbound o Each activity has additional details into the caller information, inbound number, caller number, conversation duration (in minutes), total call duration (in minutes), and more.
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Dial IQ HUD
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Call Quality Feedback o Provide feedback to Velocify on Call Quality directly from the DialiQ HUD. o Users are able to select the issue that most represents the experience and add comments. o Feedback can be provided whether in an active call, recently completed call, or not on a call. Note: This feature will not automatically log a support case. Velocify Support will have access to the Reported Call Quality submissions to review and troubleshoot, as appropriate.
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Instant Text Messaging/SMS Instant text messaging provides you an additional channel to use to correspond with leads and contacts from within the Priority View or within the Velocify section of your Details page in Pulse. You can send and receive text messages from Prospects’ mobile phones and view the entire chat history within the Pulse Priority View. The Text option is available as primary action, along with Call and Email provided in earlier versions of Pulse. Click the Text option to open the Text message window.
Pulse administrators can use the Object Configuration settings to indicate the phone field that the system uses to determine which phone number to send SMS text messages. NOTE: This feature will be displayed, available in your instance only if Text functionality is enabled/purchased.
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To Indicate the Phone Field to Use for SMS Text Messages: 1. From the Velocify Admin tab, point to Settings, and then click Object Configuration.
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2. In the Text Phone Field section, indicate the field to use for sending SMS text messages. In this example, the Lead record has been set up to use the number in the Mobile Phone field when sending SMS text messages.
3. Click the additional tabs at the top (Opportunities, Accounts, Contacts, etc.) to configure the Text Phone Fields for those areas as needed.
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Distribution o Rules based engine that determines how records are distributed to groups and users o Distribution is how leads are automatically assigned to users Distribution Setup 1. Navigate to side menu > choose Distribution > select Distribution Rules.
2. Click Add New Program button to create a new Distribution Program or under the Options column, select Edit/Copy to leverage an existing program Add Category Caps Starting with the Pulse 20.2 June Service Pack Release, admins can also set distribution caps based on category, thereby ensuring enhanced and more equitable distribution of lead records between users and groups. Also, since multiple distribution programs can have the same category, this feature enhances the flexibility in setting distribution caps.
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To Create and Apply Category Caps to Distribution Programs: 1. Click the Velocify Admin tab, point to Distribution and then click Distribution Rules.
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2. On the Distribution Rules page, click the Categories tab.
3. Click the Add New Category button.
4. In the Title field, type a name for the category, and click the Save button.
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5. To add this category to a distribution rule, click the Distribution Programs tab.
6. Click the Edit link for the distribution program to which you want to add the category.
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7. On the Program Details tab, go to the Category field, and select the category you created from the drop-down list.
a. You can also create a new category here. To create a new category, from the Category drop-down list, click Create New Category.
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c. Click the Save button at the bottom-right corner of the Program Details tab.
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To view the new Categories restriction on the User Filters: Who receives records tab: 1. Go to an Edit Distribution Rule page and click the User Filters: Who receives records tab.
2. Note that in addition to the Set User Max Records restriction, a Category Caps restriction is now available.
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Tab: Program Details Enter Program Details information to set-up Distribution Rules.
1. Enter a unique Title 2. Choose Object Type from drop-down list 3. Choose Distribution Program from drop-down list o Push o Check box to Enable Dial IQ Shogun Connect (see below for Shotgun details) o Push Performance Tiers o Dial IQ Transfer o Dial IQ Inbound 4. Enabled o Check box when ready to enable program o Note: Do not enable a program until all settings have been finalized 5. Recycle Records o Redistribute records without an action taken within a set amount of time o Distribution program filter criteria must contain User equals Unassigned o The minimum number of minutes is 5 minutes o Recycle is intended to be used for the distribution of new records having an action count of 0, meaning the record has not yet been “worked” 6. Automatic Status Change and Triggers upon Distribution o Change the status of a record automatically after distribution o Check box and select status from drop-down list 7. Click Save.
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Shotgun Connect o Shotgun Connect is a distribution program that automatically notifies all available users that a lead is available to be taken. The first user to pick-up the lead will “win” the lead o User notifications can be on-screen notification in the HUD or phone call notification o If call comes in from a new lead (without a record); user will be prompted to open the lead stub in a new Salesforce tab
In the You Won panel within the HUD, click the Open button for the New Lead page to open in a new Salesforce tab.
o If a user does not answer multiple Shotgun notifications within a specific amount of rings, the system will turn off future shotgun phone notifications. o The system default is three attempts but this can be changed NOTE: Chrome and Firefox users with desktop notification enabled will receive browser pop-ups. Tab: Schedule When Does it Run Determines when leads can distribute through a specific distribution program.
o Set-Up: o During specific hours o Options o Clear, which will clear the times o Copy to All, which will copy the times to each day
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Tab: Record Filters: Which Records Use Record Filters to identify specific sets of records to be distributed. This is based on system filters, operators, and values
1. Choose Column from drop-down list, which will consist of system and custom fields 2. Choose Operator from drop-down list, which will vary depending on which column field is selected 3. Choose Value from drop-down list, which will vary 4. Click Add Filter o The New Filter will be added to the Current Filters List o The Current Filters can be edited or deleted TIP: See Time Zone Protect. Also restricted timing on when records may be called. If using the inbound.called phone field in distribution filters, enter the phone number in E.164 format (+13105551212) Tab: User Filters: Who Receives Records? Set how many records a user can receive in a set amount of minutes, day, or month.
o If records are set to 0, users will not receive any records o If left blank (no number inserted), users will receive unlimited leads o Assign Records to specific users based on Filter criteria (example: state)
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Distribution Program Search Use the Search feature to quickly find Distribution Programs by Title, Category, or Distribution Method. This provides Pulse configurations additional support for multiple sales processes.
You can mouse-over a distribution rule to view the applied filters.
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Configuration Management Export/Import Admin Configurations between Orgs
Copy configuration between Salesforce orgs. This helps support promoting Velocify configuration changes from a Sandbox Org to a Production Org.
This new Configuration Management is supported for the following pages:
o Sales Optimization > Priority Rules
o Distribution > Distribution Rules
SalesFlow > Actions To Export a Configuration 1. Click the Import/Export button.
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2. In the Import / Export window, select the Export... option, and then click the Export button.
The Export option exports all data for the selected configuration item into a JSON file and saves it in your Downloads folder. See below for a sample Export output:
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To Import a Configuration 1. Click the Import/Export button, and then select the Import option.
2. Click Choose File, go to your Downloads folder, select the file to import, and then click Open.
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3. Click the Import button.
Additional Information o If a new Priority Rule or Distribution Rule is included in the import, it will be added to the bottom of the existing Priority Rule/Distribution list. The Velocify Admin must review the newly imported rules and update the order of the new rules as appropriate.
o New or updated Priority Rules and Distribution rules that are imported will be DISABLED by default. The Velocify Admin must review the newly imported rules and enable as appropriate. o For any configuration item that exists in the source org and the destination org will be updated will the new configuration data.
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Audit Logs Audit Logs for Distribution Programs/Priority Rules The Velocify Pulse Audit Logs enable admins to monitor or review changes made to Distribution Programs and Priority Rules. Velocify Admins will be able to filter by data range, user that made change, and Program Name. Audit Logs include Previous Value and Current Value. 1. To access the Audit Logs, go to Velocify Admin > Settings > Audit Logs.
2. Select Distribution Program or Priority Rule to review changes that have been made.
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3. Use the filters to further drill into the information that is displayed. Click Apply to refresh the information based on the filter selections 4. To export the results to a CSV file, click the hamburger menu in the top-right of the screen, and then select Export all data as csv. NOTE: Export will include the data that is displayed on screen.
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User Management Create New Group 1. Navigate to the Velocify Admin Tab> User Management> Groups
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2. Click the Add New Group button
3. In the Add/Edit Group window:
a. Enter a Title b. Select Parent Group from drop-down list c. Click Submit 4. The Manage Groups page will appear. The new group you just created will be listed in the Groups a. Click the new group’s Users link (under options) to add users to the group.
To add users to a group:
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1. Click on the Names of Users in the Available Users list box on the left 2. Click the Assign button. Permission Sets
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Assign Licenses
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o Assign and manage Velocify licenses for your Salesforce users by choosing from the list o This will create a user-level Velocify account for each user o This will also assign selected users the Velocify User Permissions set, which is needed to enable Velocify functionality within Salesforce o Removing a license from a user makes the user inactive but does not delete the user from Velocify
Warning Only active Salesforce user accounts can be assigned a license in Velocify Once a user has been assigned a Velocify license, amending a user's status in Salesforce to inactive or to active will automatically update their Status within Velocify Additional Permission Sets Sales Manager – Add Permission set assignments on Salesforce user record
1. Choose Permission Set Assignments 2. Select Permission Set 3. Click Save.
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Permission Sets The following Permission Sets are available:
o Velocify Admin o Velocify Dial IQ Transferring o Velocify Read Only o Velocify Sales Manager o Velocify User o Velocify Business Admin (Available with Pulse 20.1) Go to Setup>Manage Users>Permission Sets Velocify Admin o Provides access to configuration settings under Velocify Admin tab o All users will see the Velocify Admin tab but Admins will see the Admin button (top right)
Velocify Dial IQ Transferring o Allows Dial IQ users to use the Dial IQ transfer feature o Add the Permission Set to each Dial IQ user Velocify Read Only Provides permission to non Velocify users who can view the Velocify Record Page layouts (Read Only) Velocify Sales Manager o Avails the Sales Manager tab to Sales Managers o Live Coaching o Call History and Reports o Important Note o Once permission is given to Sales Manager, must add the tab to their ribbon bar. 1. Click the Plus Sign (right side of tab ribbon) 2. Choose Customize My Tabs (orange button) 3. Search for Sales Manager under Available Tabs 4. Highlight Sales Manager and move to right with horizontal arrow to Selected Tabs 5. Use vertical arrows to move Sales Manager up 6. Click Save For more information on Live Coaching, see: http://lmhelp.velocify.com/hc/en-us/articles/115003029103-Pulse-Live-Coaching-User-Guide
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Velocify User When users receive a Velocify license, this permission is assigned. Velocify Business Admin This allows a Business Admin to make changes to Priority Rules, Distribution Programs, Status, Actions, Users, etc. This prevents a Business Admin from being able to update Object Configuration or Sync Fields which should be controlled at an organizational Admin level. Bulk Assign Licenses Using Data Loader Velocify Administrators can bulk update Velocify Licenses using the Salesforce Data Loader.
o Update the Velocify_License__c field to True to assign a license o Update the Velocify_License__c field to False to unassign a license. If you do not want this option available for your instance, contact Velocify Pulse Support at [email protected] to request the feature disablement.
Salesforce App Velocify is enabled in the Salesforce app, if you are accessing Velocify from a mobile device.
o Priority View, Actions, History, Call Recordings, and Reporting o Card View is rendered for best user experience from mobile device
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How to Set-Up for Administrators 1. Go to Set-Up>Mobile Administration 2. Select Salesforce Navigation 3. Move the Velocify and DIQ Visualforce pages from Available to Selected area 4. Click Save.
How to Set-Up for Users 1. Download the Salesforce app 2. For additional information, see: http://www.salesforce.com/mobile/getting-started/ Velocify and Dial-IQ will display in the Navigation Menu.
Communication Dial IQ –Inbound Calls o Create campaign-specific phone numbers, manage marketing efforts, and distribute inbound calls to specific users o Objects Supported by Dial IQ Inbound o Leads, Opportunities, Accounts, and Contacts
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How to Create Inbound Call Flows A Call Flow determines how an inbound call will be answered You may want a call placed to a given Dial-IQ Inbound number to be immediately distributed and answered by an available user; or you may have a prerecorded message that you’d like to play. Or perhaps there is a menu of choices from which the caller will choose by pressing different phone keys. Step 1: Click Inbound Call Flows on the Dialer menu
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Step 2:
Select + New Call Flow in the top right corner
Enter a Descriptive Name for the New Call Flow
Click Save.
Step 3 Select Edit under the Actions column
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Call Flow Mapping Area o Creating a Call Flow is done by dragging Applets from the Applet Toolbar to the Mapping Area. o The Mapping Area contains boxes where you must decide how the call is handled at that point in the call. o When a new Call Flow is being created, the first decision that must be made is, “What is the first thing that happens to a call that comes in on this number?” Voice Applet Toolbar o The Voice Applets on the right hand side can be dragged and dropped into the Call Flow Mapping Area to determine how a call is handled at different points in the call. o Each applet has its own settings. When an applet is dragged onto the Call Flow Mapping Area, a box will appear where you must configure the settings associated with that Applet
Voice Applets There are seven Voice Applets that can be used to control Call Flow Each applet has its own settings
Creating a Call Flow consists of dragging and dropping applets into open spaces in the call flow that display the text, “Drop applet here” and configuring their dependent settings.
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Distribution Applet
o Adding the Distribution applet will distribute the record at that point in the call. o If Distribution is the first applet added to the Call Flow, the record will be distributed as soon as the call comes in. Note: This requires a distribution program of the type Dial-IQ Inbound.
o Follow the onscreen prompts to complete setup. o In the case of the Distribution applet there are no further settings that need to be configured. o The Call Flow ends when the record is distributed o When the record is distributed a popup will appear on the screen of the user who receives the call and their phone will ring o If a user is not eligible or available for distribution; the call flow will move to the next Applet Dial Applet
o Adding the Dial applet will dial a defined number and connect the record to that number when the call is answered. o If Dial is the first applet added to the call flow; the number will be dialed as soon as the call comes in o Follow the onscreen prompts to complete setup o Choose one of the two options from Dial Whom. o If applicable, select an additional applet that determines what happens to the call if no one answers the number that is dialed. o This number must be a U.S. phone number, direct dial, no extension Greeting Applet
o Adding the Greeting applet will play a recorded greeting o If Greeting is the first applet added to the call flow, the greeting will be heard as soon as the call comes in. o The settings that are required for the Greeting applet enable you to choose different types of recorded greetings (or Audio Choices) and a spot for an additional applet that determines what happens to the call if no one answers the number that is dialed
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Audio Choice Options
o Read Text like a robot: Clicking this will enable you to enter text that will be read by a computer generated voice as a greeting. o Upload an MP3 file: Clicking this will enable you to upload an MP3 that will be used as a greeting. The file must be smaller than 2MB and should have a descriptive title since it will appear in your Library of Greetings. o Record using a phone: Clicking this will enable you to record a greeting using your phone. Just enter your number and click the Call & Record button. Phone recording quality is not ideal. Be sure to review the recording quality of this message in your recording Library of Greetings (details in the next step) before using. o Choose from your library: Clicking this will enable you to choose an existing recording from the dropdown menu to use as a greeting.
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Menu Applet
o Adding the Menu applet will present a menu to the caller. o A menu is like when you call the bank or an airline. o The caller will hear a message and be asked to press a key on their phone to determine what happens next in the phone call Menu Prompt Options This section works just like the Greeting applet described in the previous section.
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Menu Options
o This section has three columns: Keypress | Applet | Add & Remove o Enter a number in the Keypress column and drag an applet into the associated slot in the Applet column. o Doing this will determine how the call will be handled when the specified key is pressed by the caller o Click the plus (+) icon to add a menu option and click the minus (-) icon to remove a menu option. At this point it becomes necessary to create separate call flows to determine how the call is handled for the remainder of the call:
o Enter a number here to determine how many times the menu should repeat if the caller does not make a selection. o Drag an applet here to determine what will happen to the call if the caller does not enter anything after the menu. o It is possible to create a greeting that will be heard if the caller makes an invalid menu selection. Timing Applet
o Adding the Timing applet allows you to create operating hours for call flows. o The most common use for this would be something like, “If our business is open, handle the call one way, if our business is closed, handle the call another way.” o This applet checks what time it is and according to the settings will move the call flow into one of two applets. o Like the Menu applet, this applet splits the call flow into multiple possible outcomes and requires that you create multiple call flows to handle the remainder of the call.
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Timing Applet Options
149 o Schedule: o Clicking the plus (+) icon associated with a day will display two fields where you can enter the start time and end time that determine the hours of operation. NOTE: Enter the times in this format: 9:00 AM and 5:00 PM. o The current time as understood is displayed in italics above the scheduling box. o If the current time of the server is different than your local time, you will have to adjust the hours in your schedule to reflect the difference between the server time zone and your time zone. o Open Applet o The applet that is dropped into this space will determine how the call is handled if it is received within the hours indicated in the scheduling box above. o Close Applet o The applet that is dropped into this space will determine how the call is handled if it is received outside the hours indicated in the scheduling box above. o Hangup Applet
o Adding the Hangup applet ends the call. o In the case of the Hangup applet there are no further settings that need to be configured. o The Call Flow ends with this applet. o Promo Code Applet
o The Promo Code applet is used to prompt the caller to key in a code. o The code is looked up and the call flow can be configured to handle different lookup results. o One example of how this feature could be used is in a direct mail scenario. o In this example, a lead receives an offer by mail with a Dial-IQ number and a unique promo code. The lead would call the Dial-IQ Inbound number and be prompted to key in their promo code. o When the lead is successfully looked up, the call can be routed to an agent who will have the lead distributed to them. o They can then begin the sales call with the leads full information in front of them
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o This is a recorded message that the caller will hear that should prompt them for a promo code. o Recording this prompt is the same as recording a greeting with the greeting applet o Options
o Choose lookup field: This is the field in the record that will be searched to find the promo code o Restrict look-up to a campaign . This field defaults to “Do not restrict by campaign.” . If you would like to restrict the lookup by campaign, select the campaign from this dropdown. . If a campaign is selected here, only records associated with the selected campaign will be searched. o When the lead has been successfully looked up: This section allows you to add an applet to handle the call flow after the record has been successfully looked up
o Do you want to re-attempt if lead lookup fails? This setting allows you to set an additional number of times that the call flow will re-start if the lookup fails
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o Prompt to play when the lead was not found: This setting allows you to create message to play when the record cannot be found
o When the lead was not found after maximum number of re-attempts: This setting allows you to add an applet to handle the call flow after a maximum number of re- attempts has been reached. Call Queues When the Priority Call Queue is enabled, inbound calls will continue to attempt distribution until the caller hangs up or the call is answered. This is results in higher number of calls connected.
o This feature will be automatically turned ON for all the customers. o The system will loop for 180 sec (default) or client specified times through all the programs, and continuously redial agents, until an agent is found. o If the current program type is Shotgun, when an eligible agent hangs up, the system will immediately re-run the current program that the inbound distribution program is on, and dial all available agents from the current program that are not already being contacted.
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Menu Prompt while in Call Queue If you want to play a message to your prospects while they are in the Call Queue, select the Play Menu Prompt and enter the number of seconds that you wish to have that message play.
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How to Set-Up Dial-IQ Inbound 1. Click the Velocify Admin tab, go to the side menu, point to Distribution, and then click Distribution Rules.
2. Click Add New Program or Edit an existing program
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Dial IQ Distribution Methods o Will distribute brand new records that are captured from inbound calls and existing records that are unassigned. o Records that are already assigned to a user will be routed to the owner of that record. o The Distribution Method drop-down list will display a Dial IQ: Inbound option
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o When Dial IQ: Inbound is selected, additional options will be available under Routing Method o Select the appropriate Routing Method
o To save the program, check the Enabled box and click Save In order for a user to receive a record through Dial IQ: Inbound distribution program, the following conditions must be met:
o The user must be an active Dial-IQ user o The user's Calls and Leads buttons must both be in the On position o The user must not be already on a Dial-IQ call o The user must not be ineligible to receive a lead based on User Max settings in Distribution/User Settings/Pipeline Thresholds Provision Phone Numbers o In order for Dial-IQ to be aware of a call, the call must come in on a Dial-IQ Inbound number. o New Dial-IQ Inbound numbers are provisioned from within the application. o It is also possible to port existing numbers to Dial-IQ so that calls that come in on those numbers are recognized by the application
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How to Provision Numbers 1. Navigate to the side menu > choose Dialer > select Inbound Numbers
o When it loads for the first time there will be no numbers listed. o Blocks of five local or toll free numbers are automatically purchased at a price of $10. o This is a one-time fee associated with provisioning the number and will appear on your monthly bill. o Adding a number is done by clicking the Get a Number button. o When a number is provisioned it is randomly selected from a bank of available phone numbers. o The process is automatic and blind. o It is not possible to select one number from a list of available numbers 2. United States Numbers: Select either Local or Toll Free o When provisioning a local number; your desired area code goes here. o This field will not be displayed if Toll Free is selected above 3. International: Refer to International Section 4. Click the Add Phone Number button to add the number
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Note: Once the Add number button is clicked, the number will be provisioned. One will be subtracted from your total available inbound numbers. This action cannot be undone Porting Numbers o If you have an existing phone number that you would like to use as a Dial-IQ Inbound number, contact your Account Manager to find out if it is possible to port the number. Most U.S. Phone numbers can be ported. Porting the number means changing who provides the service for the number. Fees may apply. o After the number has been provisioned and the popup is closed, the number will appear on the Manage Inbound Numbers page. o It is now possible to connect the new number with a Call Flow and with a Campaign. The Call Flow that is connected to the number will determine how the call is handled. There will be more on Call Flows in a later section of this document. The Campaign that is connected to the number will determine what campaign will be associated with new leads that are created by calling this number.
NOTE: If an existing record calls in on this number it will retain its existing Campaign association. The campaign selected here only assigns a Campaign value to new records. What if an inbound call matches the same number on multiple objects? If a call is received via inbound that matches multiple objects Velocify will follow the below order to determine which object to associate the call to: 1. Contacts 2. Leads 3. Accounts 4. Opportunities
For example, if a phone number is shared by a Contact and an Account Velocify will associate the inbound call with the Contact per the above order logic. What if an inbound call matches the same number on the same object? If a call is received via inbound that matches multiple records for the same object type Velocify will associate the call with the last modified record.
For example, if 2 contacts share the same phone number Velocify will associate the inbound call with whichever contact was modified last. Dial IQ – Outbound Click-to-Dial: Users will click-to-dial a Record
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Heads Up Display (HUD) Heads Up Display (HUD) will appear on the left panel of a user’s screen
HUD Tip
o If the green dot (left corner) is yellow; the dialer signal has degraded o To avoid this, limit open browser tabs to no more than five open tabs
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Voicemails Voicemail allow users to pre-record voicemails for individual or multiple objects How to Set-Up Multiple Voicemails 1. Navigate to Velocify Tab 2. Click the Settings icon in the Dialer 3. Click Voicemails button
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4. Click + New Voicemail button
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5. In New Voicemail window:
a. Name (of voicemail) b. Choose Type of Voicemail (terminate or continue)* from drop-down list c. Select Available Objects to apply to template (account, object, lead, opportunity) o Selecting specific statutes from the left column, moving them to the right column, the voicemail will only be available to the selected statuses. o The number next to each object types indicate how many statuses are either available or selected. d. Voicemail Options o Terminate Call: Connections will be terminated while the pre-recorded message plays o Continue Call: User will hear pre-recorded voicemail played to the prospect At end of recording, user can hang up or continue the call e. Click Save + Record Voicemail button
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6. Record Voicemail
o Select phone and phone number will be dialed. o System will prompt user to record a new voicemail message at beep and press * key when finished o File Upload: You can also upload a prerecorded voicemail message. This would be a file recording that would be played for a Lead/Prospect. This helps ensure consistency of messaging related to your corporate engagement strategy. 7. Click Setting and Voicemails
o All recorded voicemails will appear in user list o User can playback voicemail o User can Edit or Delete voicemail o Best Practice is to record no more than 10 pre-recorded voicemail messages to avoid selecting the wrong message
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Call Transfers Users may perform a Cold or Warm This feature enables a user to enter a phone number for a transfer, select a user from a list, or if available select a distribution program to find an eligible user.
Transfer Types
o Cold Transfer o Call is transferred and user does not wait for prospect to pick-up phone Warm Transfer
o User does wait for person to pick-up phone No Hold
o Lead is never put on hold o Transfer occurs while lead is on the phone How to Enable Transfers Please contact Velocify Support at [email protected] Call Recordings Velocify Pulse provides on optional feature to encrypt Call Recordings for all calls using Dial-IQ. This new feature supports encryption key rotation. Contact your Account Manager for more information.
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Time Zone Protect Time Zone Protect is a setting that prevents Pulse Priority and Top View(s) from prompting users to contact records too early in the morning or too late in the evening. How to Enable Time Zone Protect 1. Go to Velocify Admin tab > Sales Optimization > Time Zone Protect 2. Click On to Enable 3. Choose Business Hours Start Time from drop-down list 4. Choose Business Hours End Time from drop-down list 5. Choose Save. NOTE: If the time zone calculation is not defined but the Business Hours are ON, then Pulse will present records in the Priority view using the default database time zone
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Time Zone Protect Tips o Time Zone Protect is based upon the record’s designated time zone. o For example, if a user in in the East Coast the Business Hour Start Time is set to 8am, the user will not see any records in their Priority or Top View(s) that are on the West Coast until 11am EST because there is a 3-hour time difference. o Time Zone Protect does not support international time zones at this time. o Time Zone is not a required field in Salesforce but essential to make this feature work properly. If your organization does not have a Time Zone field on your objects or needs help ensuring your configuration is appropriate please contact client support o Time Zone Protect will not prevent users from making outbound calls. It will only prevent the records from displaying in the Priority and Top View(s). State-Based Time Zone Protect State-Based Time Zone Protect provides the ability to define dialing hours per state. The Priority View utilizes both Time Zone Protect and State dialing hours to present records to agents as appropriate. This feature enables you to adhere to state dialing rules. NOTE: This is not enabled out of the box. Contact your Account Manager before you proceed with the steps documented below.
Step 1: Add the Required State Field in Object Configuration for the Supported Object(s) 1. Go to Velocify Admin> Settings> Object Configuration.
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o Verify that the following fields are displayed: Time Zone State A Field and Time Zone State B Field. NOTE: These two fields were introduced with the Velocify by Ellie Mae Pulse 20.1 Major Release.
2. From the Time Zone State fields, select the most-likely to be populated State fields. They could be the same field for both the Time Zone State fields. Values must be state abbreviations such as AZ, CA, NY, and so on. 3. Repeat for other objects if needed. 4. Click Save.
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Step 2: Update the Time Zone Setting to Use Multi-State 1. Go to Velocify Admin> Sales Optimization> Time Zone Protect.
2. Complete the required setup in Step 1. 3. Go to Step 3 and click the Click here to modify link.
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4. Update the setting as needed, and click the Set button.
International Dialing Read about which countries and regions are supported by Dial IQ http://pages.velocify.com/rs/522-DJL-243/images/international-dialing-am.pdf
Dial IQ Outbound International Rates http://velocify.com/products/dial-iq-outbound-international-phone-rates/
To Enable International Dialing
Contact your Account Manager.
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International Dialing Tips
o When you enter phone numbers in various phone fields, Salesforce preserves whatever phone number format you enter. If your User Locale is set to English (United States) or English (Canada). Salesforce does following things by the JavaScript. o If telephone number contains 9 digits…. o It will be Saved as it is in Salesforce - Ex: 949243871 o If telephone number contains 10 digits… o And the phone number starts with 1 it will be saved as is without any formatting. o If it starts with any other digit other than 1, it will be Saved as : (***) ***-**** o If telephone number contains 11 digits there are 2 cases… o If 11 digit number starts with 1 it will automatically convert in the 10 digit format by removing the 1 in the number. o Ex: If the number is like this => 12365478963 o It will be saved as in Salesforce => (236) 547-8963 o Note: It removes the 1 and formats the other numbers as like 10 Digit Number. o If 11 digits but not starting with the 1 then it will stored as it is in the Salesforce. o Ex: If the number is like this => 2365478963 o It will be saved as in Salesforce => 23654789631 o If you do not want the parentheses-space-hyphen formatting ((800) 555-1212) for a ten- or eleven-digit number, enter a “+” before the number. For example: +49 8178 94 07-0. o If your ten- and eleven-digit phone numbers have Salesforce’s automatic format, you may need to enter the parentheses when specifying filter conditions. For example: Phone starts with (415). o A phone field can accept a maximum of 40 digits to be entered in the field. o This can only be done via User Interface and NOT via the API.
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Dialer Reports Navigate to the side menu, point to Communication, and then click Dialer Reports.
Velocify Admin tab o To access all historical data, use the Velocify Admin Dialer Reports o These reports will reflect historical data o Reports cannot be customized o Reports can be exported to Excel o You cannot filter by object type. o To differentiate records by object you must correlate the data by Lead ID o Go to Velocify Admin tab > Select Dialer > Dialer Reports
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Dialer Productivity Report o Provide an hour-by-hour, day-by-day view of the average number of calls made. o This applies to calls that are initiated by Dial-IQ (Shotgun Connect or Scheduled Dial) or by the User (Next Call or Click-to-Dial). o The report can also show hourly and daily averages to help administrators and managers better understand peak days and hours of outbound call volumes Summary Report Tracks the calls made on each record with details into the number of calls/transfers made, the call/transfer duration, the current status of the record, the last action taken on the record, and more Agent Summary Report o Provides administrators and managers insight into user call performance. o Tracks user usage and metrics by users and groups with details into the total calls made by a user, calls abandoned by a user, transfers received, and more Call Activity Summary Report o Provides information on usage and metrics by users and groups. o Specific details include duration of total calls made by a user, date/time stamps, billable duration, as well as access to call recordings Inbound Call Detail Report Provides information on inbound call details such as the caller number, campaign, tracking number, call duration, call result, access to call recordings, and more Data Management Reports There are several reports available Call Activity Data o Data is automatically captured and logged by Pulse o This will help you identify peak calling hours and how to best staff your team o Tool to limit data storage consumption o Call Activity Details are tracked in the record details history section o Call Activity Data is available in pre-configured Report Templates and available for building custom Salesforce reports
Available for associating to related records Data Management Set your Call Activity Data to auto archive based upon your storage needs
Option to store all data is for 30 days, 60 days, or 90 days
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How to Enable Data Management
Data Storage Estimator 1. Go to Velocify Admin (tab) > Dialer (side menu) > Data Management a. Use the Data Storage Estimator b. Days to Estimate - Click the drop-down arrow to select Number of Days to Estimate (30, 60, or 90) c. Active Agents – enter number of active agents d. Calls Per Day – enter number of calls per day e. Click Go to Calculate usage 2. Call Activity Data Days to Keep a. Set the number of days to keep Call Activity Reporting in Salesforce 3. Call Activity Data on Demand o If you recently made changes to your Call Activity Data Days to Keep in Step 2 you may want to refresh your Call Activity Data immediately to retrieve the latest data. o Click Run to initiate the data refresh. o Note: It is recommended that this process be scheduled during non-peak hours. To learn how to schedule this process review Salesforce's documentation: https://help.salesforce.com/apex/HTViewHelpDoc?id=code_schedule_batch_apex.htm o Once the process has been initiated, you can check the status of the import by going to Setup > Search Apex Jobs > Under the Apex Class column look for BatchDialerReportingRefresh.
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Data Management Tips o If you do not see Data Management as an available option in the menu do the following: Go to Setup > Search Permission Sets > Select Velocify Admin > Custom Permissions > Click Edit > Move Velocify Data Management Admin Page Enabled from the left pane to the right > Click Save. o If you are using Data Management with auto-archive set to 30, 60, or 90 days but need access to historical Dialer Data we have kept available Dialer Reports under Velocify Admin (tab) > Dialer (side menu) > Dialer Reports or Salesforce Reports (See Salesforce Reports section) o Data Storage Estimator is based on Salesforce’s estimate of 2KB of storage per record. Text Templates
Use the Text Templates option to create SMS templates with pre-defined content for your users.
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To create a text template: 1. From the left menu, point to Communication, and then click Text Templates. 2. In the Text Templates window, click the + New Text Template button.
3. In the New Text Template window:
a. Name: Type a name for your template b. Active: Select the check box to activate the template so that it can be implemented by your users c. Text: Type the content of the SMS message. Include a stop message such as Txt STOP to quit that the recipients can respond with, to stop texts. d. Save: Click to save the template.
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Email Composer o Users can quickly and effectively send emails through Velocify Pulse o Users can create their own email or select from the Salesforce email templates: public or personal o The email will appear in user’s sent box (outlook, G Suite, or yahoo) o If user adds email address to BCC; this will show in Activity History and Velocify Timeline o Attachments can be included with email Set-Up Email Composer There are two options to set-up the email composer
o Velocify tab > Priority View NOTE: This is good for users so they will stay within the Velocify tab o Velocify Admin tab> User View Set-Up Option 1: From Priority View 1. Click the Velocify tab and select Priority View 2. Click Email or Take Action
3. In the Add an email account window, type the email address from which emails will be sent, and then click Add Account.
4. Choose your email provider o Velocify supports Google, Exchange, and Yahoo 5. Click Continue
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6. In the Sign in to Exchange window, enter your information if your company uses Outlook.
7. Google and Yahoo users will enter password only
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8. Enter Advanced Settings Exchange information (check with IT department for information) and click Sign In
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Set-Up Option 2: From Velocify Admin Tab 1. Click the Velocify Admin tab and then click the User button.
2. From the navigation bar (left side) point to Email, and then click Settings.
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3. In the Edit Email Setting page, click the Add Account button.
4. In the Add an email account window, type your email address and then click Add Account to start sending emails from Velocify Pulse.
5. Choose your email provider. o Velocify supports Google, Exchange, and Yahoo 6. Click Continue
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7. In the Sign in to Exchange window, enter the Outlook login details if your company uses Outlook.
o Google and Yahoo users will enter password only 8. Click the Advanced Settings link.
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9. Enter Advanced Settings Exchange information (check with IT department for information) and click Sign In
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Sales Manager o Sales Manager tab o Dashboard, Dialer Reports, and Live Coaching o Dashboard for Lead Activity and Throughput (Salesforce Lead Object) o Dialer Reports for call history are accessible from the Sales Manager Call History Reports link o Live Coaching allows Sales Managers to listen, monitor, or barge into active user phone calls Sales Manager Dashboard o Centralized location to view User Performance o Includes Filters for: . Groups (Velocify user groups) . Date (Yesterday, This Week, Last Week, This Month, Last Month) . Default Date filter is Today . Users
NOTE: Combination of filters will change the display view Top of the Page tabs to view level of activity for each user
o Unread Leads o Leads with no Activity o Out of Contact Strategy o Opportunities Created (leads that reach the converted milestone)
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Unread Leads o Displays lead records where the Salesforce Unread Leads flag is checked o Click the number to view the Unread Leads report
Leads with No Activity (info will vary depending on filters selected) o Click the number (of leads) to view Leads with No Activity report o Click the Export to Excel link to save the information in Excel format.
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Out of Contact Strategy
o Number of records that are not following the prescribed Contact Strategy o Metric shows all records out of Contact Strategy for the selected page filters o Click the number of leads to view the Needs Attention Report o The results may differ as the report will run with the default report criteria (which may not match the Sales Manager home page criteria)
Opportunities Created
o View number of converted leads within a selected time period
Throughput
o Number of leads assigned to group or individual user o There are the milestones for the contact strategy o Total Leads - number of lead records assigned o Contact Attempted – number of contact attempts that have been made o Contacted Leads – number actually contacted o Opportunities Created – number converted Stalled
o No timeframe associated with the Stalled o Provides a quick visual of how many leads have not made it to the next milestone o Shown as number and percentage
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Lead Throughput
o View Report (can export to Excel) o By user and milestone
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Rep Activity
o Capture different activities made by group or individual o Quick indicator for Sales Manager to view group or individual activity o Calls, Talk Time, Emails Sent and Emails Replied (Must use Email Composer for values to populate), Activities o Click View Report for report (can export to Excel) o View As: Click this link to view your users’ Priority Views. NOTE: This is view-only with all fields and buttons displayed in deactivated mode; managers will not be able to update their users’ content from this view.
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o Click the arrow in each Priority Rule to expand the panel and view the details.
o On the expanded view, records that have pending issues are displayed with highlights.
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o Place your cursor over the highlighted items to view the details of the issue. The following is a sample text for such issues: The record exists but is not owned by the user. Typically means an ownership desync between Salesforce and LM. In this case, the issue could have occurred due to deactivated Salesforce user, leads not assigned yet through distribution programs, and so on. You can take the necessary steps to fix the problem, such as updating your distribution program to ensure that leads are being assigned, working with Pulse customer support. NOTE: The highlighted records will be displayed to managers only when they are logged in as their user; if the user logs in, these highlighted records will not displayed. Also, managers can only view records when they are logged in as their user, and cannot update/manage any of the data on behalf of the user in this view.
o If your user has multiple views of objects assigned to them, you can use the drop-down list at the top of the Viewing as page to access a different view.
Watch the Video: https://vimeo.com/236606031
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Live Coaching o Live Coaching provides a Sales Manager three ways to listen or participate in calls between User and Prospects o A Sales Manager starts by listening to a call in Listen Mode o There are two addition Live Coaching options: Whisper or Barge Listen Mode o Sales Manager can monitor the call o Sales Manager can listen to the Prospect and to the Rep, but cannot speak to them Whisper Mode o Sales Manager can listen to the Prospect and to the Rep o Can also speak – but only to the Rep (like whispering in the ear of the Rep). o The Prospect cannot hear the Sales Manager Barge Mode o Sales Manager can both listen and speak to the Prospect and to the Rep (Everyone is in the conference) During the call, the Sales Manager can switch freely among the three different mode How to Access Monitoring and Live Coaching Sales Manager tab > Live Coaching > Live Monitoring
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How to Launch Live Coaching
On the Live Monitoring page, click on a Rep who is on a call (indicated with a green bar). This launches the Live Coaching Side Panel with Lead Action and Dialer logs.
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Live Coaching Side Panel Information
Divided into three parts:
o Top o On a Call: Rep’s Current Status and the Listen button o Middle o Rep Details (name and status) Leads ON, Calls ON, Calls Today- number of calls since 12am today, Call Time Today - total since 12am today o Bottom o Lead Details (Lead name, call Type) and Timeline
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How to Initiate Live Monitoring 1. Click the Monitor button o Sales Manager will be called at the number listed in their Dial IQ HUD (Settings>Dial IQ Phone Number) 2. Enter the call in Listen mode
o Sales Manager phone will ring and HUD (Heads-Up Display) will display call status o Listen Mode is always the initial mode (as indicated in HUD)
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Information Displayed in Sales Manager HUD Sales Manager HUD is slightly different than the User HUD. See below:
Inbound Call Metrics Use the Call Metrics section on the Live Monitoring page (Top Right Side on Live Monitoring next to Total Users) to view information on Total Calls, Calls waiting to be answered, and average time a caller is On Hold.
o Metrics refresh automatically o Average On Hold time is strictly Inbound Calls that are currently in queue (does not account for Dial IQ Transfer Hold Time) NOTE: You need to call Velocify/Ellie Mae to enable this feature at no cost. Call Metrics can only be applied to Dial-IQ-enabled instances.
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Call History Report will show Live Coaching Activity o The Sales Manager call is shown (see below) o The link to the call recording is also available from the User’s call record
Distribution Log Use these ad-hoc reports to manage call distribution, and monitor agent availability, call assignments, and distribution program health.
To View Distribution Log Reports: 1. Click the Sales Manager tab.
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2. On the menu bar, point to the new Distribution icon, and then click Distribution Log Report.
3. Select filters from the drop-down lists provided at the top of the page, and click the Apply button to view reports based on the selected filter(s).
197 a. The default is set to All – All Distribution Types, All Programs, All Groups and so on. You can select a specific distribution type, and/or distribution program etc. for a summary view of the records worked on by your users. This helps you monitor the number of leads assigned to each user and manage distribution of leads across all users.
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Salesforce Reports o Speed to Contact o Measures the average time between record creation and the first contact for the organization; for users, the time between distribution of the record to the user who made the first contact with the record o Contact Attempts o The total quantity of contact attempts to currently assigned records, grouped by their current owner. o This report only reports currently assigned records and does not reflect historical performance o Contacted Rate Snapshot o The percentage of successful contacts out of the total of currently assigned records, grouped by their current owner. o This report only reports currently assigned records and does not reflect historical performance o Conversion Rate o The percentage of assigned records that have been converted by each user o Needs Attention o Indicates the number of records that have exceeded the established time limits for your organization’s contact strategy o Speed to Call o Measures the average time between record creation and the first contact attempt for the organization; for users, the time between distribution of the record to the user who made the first contact attempt with the record o Speed to Conversion o Measures the average time from when a record is created to when the record is converted grouped by converting owner o Call Details o Call Details – Inbound: (All Inbound, By Account, By Contact, By Lead, By Opportunity) . Inbound call details summary grouped by object. . This report template details when the call started, the Inbound number, the Agent and Caller phone numbers, the Call Duration, the wait time before an Agent Answered, and the result o Call Details – Transfer Calls (All Transfers, By Account, By Contact or By Opportunity) . Transfer call details summary o Call Details – Call Activity (By Agent, By Account, By Contact or By Opportunity) o Call Details (inbound and outbound) summary grouped by object. o These report templates detail when the call started, duration details, how the call was initiated, and if it was a transfer. o Emails o Velocify Email Verification . Template for Email Verification Results o Velocify Emails . Template for all Emails sent via Pulse in the last 90 days
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o Velocify Emails By Agent . Template doe all Emails sent via Pulse in the last 90 days by Agent o Velocify Emails By Lead . Template for all Emails sent via Pulse in the last 90 days by Lead o Async Tasks o Monitors sync errors between your Pulse and LeadManager/LoanEngage instances Pulse Client Settings and Lightning App Utility Items Lightning Dialer Setup To use the Velocify Dialer in Lightning, the System Administrator will have to create a new Lightning App. This is because the Velocify Dialer will be available as a Utility Bar item, which is a Lightning-specific feature. Once Lightning has been enabled in the org:
1. Switch to Lightning Experience
2. Go to Setup.
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3. Type App Manager into the Quick Find search bar and select the page.
4. Click the New Lightning App button.
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5. On the App Details & Branding page, name and customize your new app and click Next.
6. On the App Options page, select Standard navigation and click Next.
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7. On the Utility Bar page, click the Add button, select Open CTI Softphone, and click Next.
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8. On the Select Items page, select Velocify and Velocify Admin, and click Next.
9. On the Assign to User Profiles page, select System Administrator and Standard User, then click the Save & Finish button.
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Your app will now show up in the list of apps in App Manager and in the App Launcher, and the Lightning Dialer will display in the Utility Bar of your new app.
Create Event in Priority View for Lightning Users This is intended for clients in the Lightning Experience. When the user selects ‘Create Event’ from the Take Action menu on the Priority View, a new Lightning modal will appear to create the event.
1. Add the new createEventAura to the Lightning App, associated with Velocify Pulse, as a utility item:
New Events associated with the Contact and Lead objects, or objects that use the WhoID, will populate the Name field for the associated record.
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New Events associated with the Account and Opportunity objects, or objects that use the WhatID, will populate the Related To field for the associated record.
Client Controlled Features Ability to Hide the Create Event from the Priority View This is intended for clients that have custom Lightning processes or pages. This is a setting that is controllable by the client. 1. Go to Custom Settings – Pulse Enabled Features
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2. Select ‘New”
3. Select Disable Create Event.
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Disable the Support Tile on the Velocify Admin Home Page For customers that want to have all Velocify Pulse-related support question go through their Subject Matter Experts, the Velocify Admin can disable the Support tile on the Velocify Admin home page.
1. Go to Setup > Custom Settings, and then select Pulse Enabled Features. 2. Click Manage, and then select Disable Velocify Support Tile.
When disabled, this Support view is no longer provided.
Ability to Rename the Velocify and Velocify Admin Tabs You can rename the Velocify tabs leveraging Salesforce Translation Workbench if you want to extend brand naming conventions within Velocify Pulse.
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To Rename a Velocify Tab: 1. Go to Setup > User Interface > Translation Workbench > Translate. 2. Select Velocify for Salesforce. 3. Select Setup Component = Web Tab.
4. Enter new name in the Custom Tab Label Translation.
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The Velocify tab reflects the new Custom Tab Label Translation.
Ability to Use Priority View Name in Priority View – Object Selector 1. On/Off flag in custom Setting > Pulse Enabled Features > Enable Priority View Description.
2. Select Manage, and then select Edit.
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3. Select Enable Priority View Description.
4. Name the Priority View with the Description you want your users to see in the Priority View.
211 o The Object selection Picklist will display the Priority View Name.
This configuration will not update the Object Selector picklist on the Priority View immediately. Users will see the change only after they log out of Salesforce and log back in.
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