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All customer records are listed on the Customers List page with filtering, sorting, searching capabilities.
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With the Customer list, you can:
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- 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.
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Interactions
CIM stores customer's interactions as they interact with the Cisco call center. This includes both IVR, agent-based voice interactions.
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On the Interaction History gadget, you can expand to view all activities tied together in an interaction.
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The following details are available on the interaction history view:
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- 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.
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Click-to-dial call
While viewing a customer's profile, agents can also Agents can manually initiate a call to the a customer while viewing their profile.
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Outbound calls are also stored as the customer's interaction history and available to the agent for subsequent interactions.
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- 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
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Click-to-SMS
Agents can also manually initiate an SMS to a customer while viewing their profile.
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Extend Customer Object Schema
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System administrators or users with an “Admin” role can extend the schema of the Customer. The user can add as many as 50 customized attributes to store information of their customers based on the needs of the business.
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The attributes in the schema can also be re-ordered to change the order of the display. The order changes from here affect the order in which the fields are shown in the Customer Profile View.
