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Without an active call, the user can search a customer profile in the Contacts List based on one of his phone number, First name or Last name to view or update the customer profile.
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The following details of a customer interaction are available:
Field | Description |
ANI | This shows the customer’s phone number from which the call was received |
Calling Date and Call Duration | This shows the total call duration and the on which the call was received. |
Call Wrap up | This is the Finesse Wrap-up provided by the agent/s who handled the call. |
Agent ID | The shows the ID of the agent who handled the call. |
Call Type | This shows the type of the call. It can assume the following values:
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Team | This shows the name of the team the agent belongs to |
Start Time | This shows the time when the call was landed on the Finesse desktop |
Recording player integration | This is shown when EF Voice Recording Solution is also purchased. In that case, each call that is stored in CIM as a customer interaction will also display the call recording along with the interaction record. Note that this is available only for CCE customers at the moment. |
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Request Title: This contains the title of the request and is a mandatory field
Description: This is an optional field, containing a brief description of the request
Request Type: Administrators can define their own request types. Based on a request type, users can then also define other custom attributes particular to a specific request type. While opening a new type of request, the appropriate request fields are shown based on the selected request type.
Status: A request can have only two status values:
Active: Representing that the request is opened. New interactions can be linked with an existing, active request.
Closed: Users of CIM can later also choose to close a request. Any new interaction cannot be linked to a closed request.
Create a New Request
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A list of all five phone numbers will appear (if exist) as shown in the screenshot below. Select the desired number from the list and make sure that the agent is in the “Not ready” state to initiate the call.
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Once a call is received and connected, it will be recorded in CIM as an OUTBOUND customer interaction as shown in the screenshot below.
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Note | This feature is NOT available for administrators, that is, administrators cannot make an outbound call to the customer from the admin application. Instead, they have to have a supervisor or an agent credentials and log on to the Finesse gadget to make a call to the customer. |
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When a call is transferred from one agent to another agent, two call legs are formed, one for each individual agent. For instance, the screenshot below shows that the first call leg having the type “INBOUND” was first landed to the agent “shabber” and was later transferred to another agent “hassan1” having the call type as “TRANSFER”.
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It should also be noted that each leg will have its own wrap-up applied by the agent who handled the call leg. However, if the second agent doesn't apply any wrap-up to the second call leg, the same wrap-up applied by the first agent (to the first call leg) will also be stored for the second call leg.
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Similar to Call Transfer, multiple call legs are formed in case of a Conference call since there could be two or more agents involved in the same call. For instance, the screenshot below shows that the first call leg having the type “INBOUND” was first landed to the agent “shabber” and was later transferred to another agent “hassan1” having the call type as “CONFERENCE”.
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In this case, again, the call will have two wrap-ups, each applied by the individual agent for each individual call leg. The principle of application of wrap-ups and the association of the interaction with a request is the same as it is for the Transferred call.
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This allows business administrators to add custom attributes to store any business-specific information for their customers. These additional user-defined fields are available to agents/supervisors while creating new customer profiles.
To start adding the new fields in the “Customer” object, click on the “ADD FIELD” button. While defining new fields, the user will need to select the following:
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The “Request Schema” defines the type of information that should be stored while opening customer requests. Agents and supervisors will be able to see the type and the number of request fields in the CIM Finesse gadget based on the fields admins define under the “Request Schema” from the CIM Configurations.
The user first needs to define the customized request types for the field “Type”. These request types are then used to group further sub-fields based on each individual request type. For instance, for a request type “complaint”, the business may require to take "device" or "model number" against which to open the complaint. Similarly, for a different type of request such as “Sales”, the business may need to define the desired service or package that the customer would like to subscribe to.
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