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Customers

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All customer records are listed on the Customers List page with filtering, sorting, searching capabilities. 


With the Customer list, you can:

  • Drag n drop columns to reorganize the list view. Each column here represents one attribute in Customer schema.
  • Sort the customer list (ascending/descending) based on any column by clicking on the ascending/descending arrow icons. By default, the list is sorted based on the creation date of the record in descending order; i.e. the latest created being on the top.
  • Page-wise navigation with the page index of the current page
  • Resize columns, change the width according to the view preferences  
  • Column search. Search based on multiple columns is not yet available.

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Note
  • At a time, 100,000 customer records can be imported via CSV.
  • The bulk import operation should only be performed in off-peak hours. 
  • CIM currently only supports up to 50 custom attributes
  • Two customers with the same ANI/phone cannot exist. Each customer in CIM is supposed to have a unique Phone number. A phone number can be duplicated among all phone numbers of a single customer but cannot be duplicated across different customers. 
  • If a new customer record with a different name but with the same existing phone number is created, the existing customer profile will be overwritten/replaced with the new customer profile.

Interactions

CIM stores customer's interactions as they interact with the Cisco call center. This includes both IVR and agent-based interactions. Therefore, each time when the customer calls in, the CIM agent gadget is automatically loaded with the customer's profile and its previous interaction history. At the end of the active call, the call is automatically linked to the already popped up customer profile. However, agents also have the capability to change the association and link the call to another, most appropriate customer if the need be. 

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Note
  • In the case of call transfer, the interaction context is not transferred yet. This also means that if the agent A has changed the link of the active interaction to a different customer based on his conversation with the customer, the Agent B to whom Agent A had transferred the call, won't be able to see the updated customer link. 
  • If an agent applies multiple wrap-ups during a call, the most recently applied wrap-up will be recorded at the end of the call.
  • At the moment, the application does not store any barge in, consult and silent monitoring call legs or activities as part of the customer interaction. However, it stores call conference, call transfer activities as part of the interaction.


Click-to-dial call

While viewing a customer's profile, agents can also initiate a call to the customer. 

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Outbound calls are also stored as the customer's interaction history and available to the agent for subsequent interactions.  

Note
  • Manual Outbound calls are initiated through Finesse. So the user must have to be on Finesse to use this feature.
  • Screen popup does not happen in the case of dialing a call manually
  • Automatic Screen popups work in case of campaign outbound calls

Attribute Schema 

Only the system administrators or users with an “Admin” role can make changes to the Customer schema.

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