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SpitFire Agent Software Buttons and Advanced Configuration

Intro/SpitFire Agent Buttons

Disposition Buttons

Customizing Disposition Buttons

Utilities Buttons

Customizing Client Field and Tab Names

This article describes, in detail, the various buttons used in the SpitFire Agent software to disposition calls and other utilities that can be used when connected to a customer.
This article also shows how to do the available customizations to the field and tab names visible in the SpitFire Agent software.

For instructions on installing the SpitFire Agent software, see THIS article.

SpitFire Agent Buttons

The SpitFire Agent software has two sets of buttons, located on the left and right-hand sides of the window; the Utilities and the Disposition buttons.

Disposition Buttons

The Disposition buttons are located on the right-hand side and are used to complete a call, once the Agent is ready to take another call. The screen shot below shows the 10 possible Disposition buttons that can be used, circled in red. The default names are shown here, but 9 of these can be customized and this will be explained later in this article.

The function of the Disposition buttons, again, is two-fold.

First, clicking a Disposition button tells the Dialer that the Agent is ready to take another call. Once clicked, the customer information disappears from the Agent window and the Agent is now ready to take another call from the Dialer. For this reason, the Agent should not click a Disposition button until they have finished working with the current client information and is ready to take another call.

Second, the choice of Disposition button should indicate what the result of the call was. For example, if the customer hung up in the middle of the Agent's pitch, the Agent might be instructed to click the Hangup Disposition. Your Agents should be instructed on which Disposition buttons to use for which result.
This allows the Administrator or Manager to be able to search for records under specific categories and later, when the list is exhausted, to Rework the list based on which Dispositions would be appropriate to call again.

Customizing the Disposition Buttons

As stated above, the Disposition buttons can be customized to allow the Agents to use specific buttons to indicate the specific result of each call.
To get into the Agent Setup window and configure the Disposition buttons, open the Agent software and press SHIFT+F1 on your keyboard.
Then click on the Dispositions tab.

The default names listed here can be used or edited by typing into the fields.
Again, these buttons can be used however the end user feels best but here are some examples, using the default names:

Hangup: Used for customers who hangup in the middle of the Agent's pitch.

AM: Used in situations where an answering machine was transferred to an Agent.

Other: Could be used for a customer who speaks Spanish or for any other result.

User1 and User2 have no specific designation at all. However, they are also configured to write to user defined text files at the Agent station.

Hit: This should be reserved for whatever the best result of a call would be. This would perhaps be a Sale, an Appointment or a Promise to Pay. Hits are specifically more difficult to reset to be called again because it is assumed that customers marked as Hits would not need to be called again, in most cases.

Warm: Not quite as good as a Hit but better than a Cold result.

Cold: Perhaps the customer is not interested right now. However, you could decide to rework the Colds in a few months and try those customers again.

No Call: This button should be reserved for the purpose of placing a customer on the Dialer's internal Nocalls database. Once the Agent clicks this button, the customer's phone number is placed into the Dialer's internal Nocalls database which is referenced for every call made by the Dialer. Once set to No Call, that number will not be called again in any list, unless the phone number is manually deleted from the Dialer's Nocalls database.

Retry Again: This refers to the button used in conjunction with SpitFire Predictive's Database Integration (Keystrokes) feature. When clicked, this can perform a command to push the customer data into or lookup client information from a 3rd party CRM application, such as ACT!.

Here is an example of Disposition buttons that have been renamed:

After clicking Save, the new button names will be visible as you can see below:

Note: The Database Integration button will not be displayed until the Agent software is logged into a campaign.

Utilities Buttons

On the left-hand side of the SpitFire Agent window are the Utilities buttons. These buttons control various functions:

Hold: This will allow the Agent to put the customer on hold and will play a wav file that is set in the Dialer. When on hold, the client information and the Hold button will turn red.

When ready to take the customer back off of Hold, the Agent will click the Hold button again.
Note: The customer must be taken off of Hold before the Agent can click a disposition button to end the call.

Dial Out: This button can be used for the Manual Dial feature. See THIS article for instructions on this feature.

Update: This button will be clickable once an Agent has typed into any of the fields in the SpitFire Agent software. Clicking Update will immediately save the changes in the client record to the database at the Dialer.

However, it is not necessary to click this button to update the customer information because the Agent software will remind the Agent that they are about to update the customer info, when the record is Dispositioned.

Print: Clicking the Print button will print a client page to the default printer for that Agent's computer. See example below:

Script: This button will manually open or close the Agent Script window, which can be used as a way for the Agents to read their pitch from a script.

Post URL: This button can be used in conjunction with the SpitFire Dialer's URL Scripting feature. This feature allows the integration with Web-based CRM applications like Salesforce.com.
Below is an example of a simple ASP page that has received the client data from the Agent software:

Wrap-up: The Wrap-up button can be used as an intermediate step between when the customer hangs up and the Agent is ready to Disposition the call and wait for another call.
Using the Wrap-up button is not required, however it can be useful to immediately release the phone line that was connected to the customer but keep the customer information in the Agent software at that station.
Agents that are in Client Wrap-up are visible from the Agent Activity window. See screenshot below:

In addition, the Wrap-Up time for each agent is calculated in the SPD WebReports so that Managers can see if certain Agents are using Wrap-Up more than others.

Record: This button can be used with the Agent Recording feature. See THIS article for more information on that feature.
Transfer: The Transfer button is used with the Agent Transfer feature of SpitFire Predictive. See THIS article for more information on that feature.

Customizing Field and Tab Names

Starting with version 11.5.57, all field names and tab names in the SpitFire Agent software are customizable. Access to these fields is via the Agent.ini file in the C:\Agent\ folder of each station.
Note: You must make sure you close the SpitFire Agent software before making any changes to this configuration file.

1. First, browse to the folder:

2. Double-click on the Agent.ini file to open it in Notepad.

3. Scroll down until you reach the Client Labels.

4. Leaving the parameters blank after the equals sign will keep the default names. Here is an example of some of the fields renamed:

5. And here is what this looks like in the SpitFire Agent software:

6. The General, User Fields 1 and User Fields 2 tabs can also be renamed in the Agent.ini file.

7. Again, leave these fields blank after the equals sign will leave the default names intact. But when renamed as the example above shows, this is what you would see: