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Customers

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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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Field

Description

Customer Profile 

Lists the complete profile of the customer in a collapsible mode 

DateTime 

This shows the date when the call was received while individual times in each activity shows the start time of the activity. 

ANIThe phone number of the customer from/to which the call was received/ initiated

Call Wrap up(s)

Finesse Wrap-ups provided by each agent in the call.

Duration The duration on of the interaction bar shows the total duration while the duration for each individual activity is also shown under the activity details
Call TypeShows with an arrow if the call was INBOUND or OUTBOUND. The arrow direction is inward to show an inbound call and outward to show an outbound call.
Interaction TypeThis shows, "Finesse" in case if the call includes all agent activities; i.e. if the call was transferred to an agent. Shows "IVR" if the call includes IVR activity only. 

Agent ID

The This shows the ID of the agent who handled the call.

Team NameShows the name of the team to which the agent belongs 
Agent Extension Shows the extension of the agent under details of the Agent Activity 

Start Time

This shows the time when the call was landed on the Finesse desktop

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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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