How to use the household feature on the agent console?

The Household feature in CallHub helps agents handle calls when they reach different members of the same household. It allows agents to save survey responses, dispositions, and notes for each contact separately, improving reporting accuracy and campaign insights.

Switching/Swapping Contacts During a Call

• While on a call, agents can switch to another household contact by clicking the swap icon in the agent console.
• For each contact, agents can record:
  • Survey responses
  • Disposition
  • Notes

Important Notes: 

• Survey responses must be saved individually for each household contact.
• If follow-up is needed, agents can:
  • Set up a callback, or
  • Select a retry disposition.
• Once details are saved, they cannot be changed.
• Agents can also view the number of calls made today directly in their console.

Reports at the Manager Console

• Managers can see details of all household contacts.
• Campaign exports will include:
  • Survey responses
  • Dispositions
  • Notes for each household contact, saved separately.

With the household feature, both agents and managers get a clearer picture of interactions with every household member, ensuring accurate data collection and stronger reporting for campaigns.