Working with prospects

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Getting started with Cadence

How do I start using Cadence?

To access Cadence, perform the following steps: 

  1. Log in to the Vonage Contact Center (VCC) Admin Portal as an agent or a supervisor with voice. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
  2. From the homepage, move your mouse pointer over the menu icons on the left of the page.
    In the menu that appears, click Cadence. Cadence appears.

    Voice

    If you are a supervisor with voice, you will see the View as Supervisor/Rep toggle. To use Cadence as a rep, ensure that the toggle is set to Rep.

As a rep, you can see cadences and prospect lists:

  • Cadences
    On the Cadences tab, cadences that are applied to your prospect lists—that is, prospect lists that you are assigned to—appear.
  • Prospect lists
    On the Prospect Lists tab, prospect lists that you are assigned to appear.

The Cadences tab contains the following information:

ColumnDescription
CadenceThe name of the cadence.
Prospects

The number of prospects that you are assigned to work with that have the cadence applied to them.

DueThe number of prospects in the prospect list or cadence that you are due to work with today, provided that the Interval setting for a step has not passed yet.
OverdueThe number of prospects in your prospect list or cadence that have steps that are overdue. Prospects with overdue steps are counted and presented as a number in this column. Steps are considered overdue as soon as the Interval setting for a step has passed; overdue steps include steps due yesterday or before, or even today after the Interval setting has passed.

The Prospect Lists tab contains the following information:

ColumnDescription
Prospect listThe name of the prospect list. 
CadenceThe cadence applied to each list. More than one prospect list can have the same cadence assigned.
Prospects

The number of prospects in the prospect list that you are assigned to work with. The number of prospects will be 0 in the following situations:

  • You are assigned to the list, but do not own any Salesforce records that represent prospects in the prospect list.
  • You have already finished working with all your prospects in the prospect list.
Last refresh startedThe start date for the last refresh of the prospect list.
Last refresh completedThe end date for the last refresh of the prospect list.
PriorityThe priority of the prospects in this list within the cadence. When multiple prospect lists have the same cadence applied, the priority determines the order in which prospects appear in the cadence and are assigned to reps (if the cadence is in automatic working mode).
Working HoursThe working hours of the prospects in this list within the cadence. The information is presented in the browser's (usually operating system) time.

Getting ready to work with prospects

How do I start working with my prospects?

You can choose to work with your prospects within a specific prospect list or all your prospects within a cadence (multiple lists can be assigned to one cadence). From the appropriate tab, click the name of the prospect list or cadence accordingly. The prospect list or cadence appears.

Automatic working mode

In automatic working mode, click Start Cadence to start working with prospects. The prospects will be assigned according to the Priority setting of the prospect list. For more information, see Managing prospect lists in Salesforce or Managing prospect lists in Microsoft Dynamics 365.

Manual working mode

In manual working mode, to start working with your prospects, select one or more prospects or select the check box at the top of the list to select all prospects; the Start Cadence button changes to green. Click Start Cadence. Now you can work with your prospects in ContactPad. You can also select a particular step you wish to process prospects from. Click the step, select the prospects you wish to work with and click Start Cadence.

Clicking the Stop Cadence button stops all cadences in the working set.

The Prospects table contains the following information:

ColumnDescription
Prospect

The name of the prospect that you are assigned to work with.

Current stepThe number of step in a cadence the prospect is currently at.
Due

A label indicating when the particular prospect is due for you to process. The value considers the Interval setting for a cadence step. The label can be one of the following:

  • N/A. N/A appears for prospects at the first cadence step as there is no Interval value for the first step.
  • Today. Appears for prospects due today.
  • Yesterday. Appears for prospects due yesterday.
  • -n days. Indicates the number (n) of days late you are for processing a given step for your prospect.

The label can also be date for unprocessable prospects.

Working Hours

A label indicating when the particular prospect is not in working hours. The value considers the Working Hours setting for a prospect list and Time Zone setting for a prospect.

  • No label. Appears for prospects that are in their working hours at the moment of displaying prospects.
  • Label. Appears for prospects that are not in their working hours at the moment of displaying prospects.

In the case of Automatic working mode, the labelled prospect is not assigned. In the case of Manual working mode, the labelled prospect is assigned.