Managing cadences

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Getting started with Cadence

To start working with Cadence, set up disposition codes for the cadence step outcomes. These codes are presented to your reps at each step. Example disposition codes could be:

  • Successful—Meeting bookedConnectedFollow-upCall laterResolved
  • Unsuccessful—Not interestedPurchased elsewhere, Complaint unresolved
  • Neutral—Call laterNo answerLeft voicemailBusyCall in an hour

Add your codes to the Available codes section in the Call Logging area in the Vonage Contact Center (VCC) Admin Portal. When you have created some codes and selected one or more in a cadence, the reps can select a code as a step outcome for each cadence step. For more information about how to create disposition codes, see Call Logging. 

How do I start using Cadence?

To access Cadence, perform the following steps: 

  1. Log in to the VCC Admin Portal as a supervisor. 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.

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

If your account contains no cadences, Cadence displays a link to create a new cadence. If your account contains one or more cadences, Cadence displays these cadences in a list. To use Cadence, you need at least one cadence with one or more prospect lists using that cadence.

Creating a cadence

How do I create a cadence?

The processes that reps should follow when dealing with associated prospects are known as cadences. A cadence contains one or more steps that make up the process.

To create a cadence, perform the following steps:

  1. From within Cadence, click Create New and then click Cadence. (Alternatively, if your account currently contains no cadences, click Create a new cadence). A new cadence appears.

  2. In Cadence name, provide a name for your new cadence. The name must be unique within your account, and contain a minimum of five and a maximum of 254 characters.
  3. Choose the working mode for the cadence. The working mode can be one of two types:
    • Manually select prospects. When a cadence is in manual mode, a rep must manually select the prospects that they want to work with. Selected prospects are no longer available to any other reps. This option is recommended for advanced reps.
    • Automatically assign prospects. When a cadence is in automatic mode, a rep does not need to select prospects. Prospects are automatically assigned to the rep when the rep clicks to start working with the cadence. If multiple reps are working with the same cadence, the prospects are assigned sequentially to reps as they become available for their next prospect.
    Click Manually select prospects or Automatically assign prospects.
  4. In the Step details section, enter additional information for the Default step which appears automatically when you create a cadence.

    Field

    Description

    Name

    A unique name for the step.

    Provide a name that describes the activity the rep will perform to complete this step, for example, Send email.

    Type

    The activity the rep must perform to complete this step. The step must be one of the following types:

    • Phone call.
    • Action item.
      An action item might be to research the prospect or send them an email to follow up a phone call made in a previous step.

    Both types of steps can contain additional instructions.

    Click the required type.

    Instruction (optional)

    Further information about the step.

    Provide any specific information that the rep will need to complete the step.

    Leave a voicemail

    Appears if Step type is Phone call.

    Determines whether the rep should leave a voicemail or not if the customer does not answer their phone.

    Select the Leave a voicemail check box to indicate that the rep should leave a voicemail if no answer.

    If you no longer want to include a particular step in the process, click Delete step.

    A cadence needs to have at least one step. You cannot remove all steps from a cadence.

  5. In the Remove prospect section, select the step outcomes for removing a prospect from the cadence. The outcomes are disposition codes as defined in the Call Logging area of VCC.
    The disposition codes are grouped under two possible outcomes:
    Positive—select disposition codes which Cadence will consider positive reasons for removing a prospect from the cadence. You can select multiple codes. Click Apply when you have selected your disposition codes.
    When you select and apply your codes in the Positive section, you cannot select them in the Negative section or in the Outcome section for a transition within this particular step.
    Negative—select disposition codes which Cadence will consider negative reasons for removing a prospect from the cadence. You can select multiple codes. Click Apply when you have selected your disposition codes.
    When you select and apply your codes in the Negative section, you cannot select them in the Positive section or in the Outcome section for a transition within this particular step.

    For a last step in a cadence, you only need to provide the Positive and Negative outcome codes. For any other step, at least one more code is required for a transition between steps.
  6. Drag a phone call or action item from the Add new step area to add more steps for your cadence.
  7. Add transition appears to the right of the cadence tree. In your cadence tree, click the step you wish to transition from, and then click Add Transition. Click to select the step you wish to transition to in the Add transition list. Alternatively, click the border of the step you wish to transition from—it changes color when active—and drag to connect it with the step you wish to transition to.
  8. In the Outcome list in the Transitions to STEP NAME area, click one or more disposition codes for the transition. Click Apply.
  9. Define the interval between the cadence steps in Interval. Interval is the time after completing the previous step within which the rep must complete the following step. Specify how many minutes, hours, or days after completing the previous step need to pass before the next interaction in a sequence. You can delete the transition at any point by clicking the Delete transition button.
     

  10. You can add up to three branches for each step and create up to 40 steps per cadence tree. Use branches if you have different outcomes from the previous step that require different next steps. To create a branch, add a new step and then add a transition to it from the previous step.
     
  11. You can define more than one transition for a step—ideally, they should have different intervals, however. You could, for example, follow up within 15 minutes if the customer’s phone was engaged, and in 2 hours if they did not answer. To define the transition, click the step and then click Add transition. You can also use drag and drop to connect it with the step you wish to transition to.

     
  12. When you have created all your required steps, click Save Cadence to save your new cadence.

Editing a cadence

How do I edit a cadence?

You can edit a cadence until you have a prospect list associated with it. After associating a prospect list with a cadence, you can no longer edit that cadence. Even if you remove the prospect list assigned to it, you are still not able to edit the cadence.

To edit a cadence, click to open the cadence and click Edit cadence. Make your required changes and click Save Cadence when you are finished.

Disposition codes are pulled from Call Logging once

Call outcomes and transitions in Cadence correspond to disposition codes in the Call Logging area of the Vonage Contact Center Admin Portal. For information about Call Logging, see Call Logging. Cadence gets disposition codes from Call Logging when a cadence is created; outcomes and transitions lists are generated at that time. Cadence does not update outcomes and transitions in existing cadences if disposition codes change, or new codes are added, in Call Logging.

Deleting a cadence

How do I delete a cadence?

You can delete a cadence until you have a prospect list associated with it. After associating a prospect list with a cadence, you can no longer delete that cadence.

To delete a cadence, click the delete icon alongside the cadence in the list. Click to confirm deletion. Your cadence is deleted.