Customers
In CIM, each contact approaching through any channel is stored as a customer. The administrator can extend the customer object and add attributes to identify and manage customer data. It also allows to upload new customer records and update existing records based on new interactions happening.
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Interactions
On the Interaction History view, agents can see the recent past interactions of the customer he's handling. This way agents can handle the current interaction knowing the complete history or background, drill down each interaction, view details and the post-interaction treatments/ comments.
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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. |
Requests
A customer interaction can optionally be tagged with a certain request. A request identifies the context of the interaction and carries the description of why a customer called in. This can be a trouble ticket, an information request, or a work order to process. CIM administrators can extend the Request object and introduce additional types of requests that a business needs to process.
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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. |
Multi-legged call
This type of call happens if there is more than one agent that has handled the call i.e in case of a transferred or conference call.
Transferred Call
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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Also, in this case, if both of the two agents associate the ongoing interaction with two different requests, the interaction will finally be linked with the request that the second agent selects (hence, overwriting the changes made by the first agent).
Conference call
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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Only the system administrators or users with an “Admin” role can make changes to the configurations.
Customize
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Customer Schema
The “Contact Schema” This allows business administrators to add custom attributes to store any business-specific information for the their customers. While creating new contacts, those additional These additional user-defined fields are then available to agents/supervisorssupervisors while creating new customer profiles.
To start adding the new fields in the “Contact” “Customer” object, click on the “ADD FIELD” button. While defining new fields, the user will need to select the following:
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Please note that some of the system-defined fields already exist in the Contact Schema which is available by defaultschema. Those fields are:
First Name: The first name of the customer
Last Name: The last name of the customer
Phone 01-Phone 05: These fields store up to five phone numbers for a particular customer.
Email: The email address of the customer
Note | While uploading contacts in bulk through CSV files, users can only upload data for the system-defined fields only. To add data for custom fields, the user needs to enter this manually through the application once the bulk upload operation is complete. |
Customize Request Schema
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 admin portalConfigurations.
The user first needs to define the customized request types against for the field label “Type”. These request types are then used to group or categorize further request sub-fields based on the type of the requesting customer wants to openeach individual request type. For instance, for a request type of request such as “complaint”, the business requires 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 needs may need to take define the desired service or package that the customer would like to subscribe to.
To add Request typesa new request type, the user needs to type in, the name of the request type and press ‘Enter’ key to add it into the system. To The same step is repeated to add more , just repeat the same steprequest types.
To start adding custom fields in the “Request” object, click the “ADD FIELD” button. While adding new request fields, provide the following information:
Label: Provide a name or label to the field,
Type: Choose the input type from this dropdown. Following type of inputs are supported at the moment:
AlphaNum15: This accepts an alphanumeric input for up to 15 characters.
AlphaNum50: This accepts an alphanumeric input for up to 50 characters.
Email: This accepts the Email input in the form of an email.
Phone: This accepts the phone number in the form of number format.
DateTime: This accepts the DateTime input in an alphanumeric format.
Time: This accepts the time input in an alphanumeric format.
Duration: This accepts the Duration input in an alphanumeric format.
Text: This accepts the text input in the form of text.
Type of request: Choose by clicking on the pencil icon that which “Type” of request this field should belong to. Based on the type of requests, the appropriate request fields are then visible to agents, supervisors while filling out the Request form. At least one type must be defined under the Request Schema.
Required: Set this flag to mark a field as a required field.
Click the tick icon to save the newly-added fields.
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