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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Using the CIM gadget, agents and supervisors can also make an outbound call to any customer. To make a call, an agent first needs to search the customer from the “Contacts” list and open its record. In the Interaction History View, the agent will see a phone icon on the top right of the gadget to make a call beside the name of the customer.
Making an outbound call
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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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 Customer Schema
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.
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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
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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 Configurations.
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Click the tick icon to save the newly-added fields.
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