Communication Flow Workflow

A call comes into the call center and routed to an available agent.

System checks if a customer record with the incoming ANI exists already. If no existing record is found against the caller ANI, the application automatically opens the “Create Contact” form for the agent to add the customer profile in the database.

If a customer record already exists, it brings the customer’s interaction history automatically on the agent desktop. By default, the system fetches the last 9 interactions of the customer with the call center.

The agent accepts the call.

To view or edit the profile of the customer, the agent can select the “View Contact Info” option.

To create a request, the agent can click on the “Create Request” option under the three dots available beside the customer name.

To link the call with an existing request, the agent can search the request with its title from the “Filter Requests” dropdown and pick one from the search results. The call will be linked automatically with the selected request.