Business Features

Contacts Management

This interface allows users to view and manage customer profiles with or without having an active call.

For the users of the gadget, the “Contacts” list on the left side is by default empty. This is because, for agents and supervisors, they’ll automatically see a customer profile popped up by the gadget when the call lands on the Finesse desktop and the user accepts the call. Without an active call in progress, the user will have to search for a customer profile based on one of his phone number, First name or Last name of the customer in the “Contacts” list to view or update his profile (if the necessary permissions are assigned to do the job).

Administrators, however, can view top 20 customer contact records in the “Contacts” list at any given time. To see more, the admin will have to search the contact in the “Contacts” list based on the customer’s exact phone number.

Note

For now, the search can be done based on the five phone numbers (phone 1-5) and the customer’s first name, last name only. Search based on any other field is NOT available.
When the user types in some characters in the search bar, the search results show all customer records which contain that string in the name (either in the start, middle or at the end of the name).
The user will have to press ‘Enter’ after typing in the search string.
The application always shows the first name and the phone 01 of the customer in the search results regardless of which name (either first or last name) and the phone number the search string contains.
This means that if the customer is matched with the search string (the phone number exists in the customer profile in any of the five phones or the name matches to either first or last name of the customer), the customer record will be popped up in the results.
To search for a contact based on the phone number, type the full number or partial number and press the “Enter” key.
It takes about 5 seconds to search customer contact in a DB of 15 lac contacts.
Only the top 20 contacts are being displayed to the admin on the admin interface. The rest of the contacts can be seen by searching the contact

Make an outbound call

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.

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.

Once a call is received and connected, it will be recorded in CIM as an OUTBOUND customer interaction as shown in the screenshot below.

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.

Interactions History View

The Interaction History View allows users to see the recent past interactions of a customer.

For now, only the voice interactions are stored in CIM.

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: INBOUND: Simple inbound call. OUTBOUND: The manual outbound made by the agent or supervisor to the customer Transfer: This the call leg which got transferred to another agent or supervisor Conference: This shows that the call was converted to a Conference call with multiple agents
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.

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”.

It should also be noted that each leg will have its own wrap-up applied by the agent who handled the call leg. However, if the second agent doesn't apply any wrap-up to the second call leg, the same wrap-up applied by the first agent (to the first call leg) will also be stored for the second call leg.

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”.

In this case, again, the call will have two wrap-ups, each applied by the individual agent for each individual call leg. The principle of application of wrap-ups and the association of the interaction with a request is the same as it is for the Transferred call.

Requests Management

Administrators (or users with an “Admin” role) can create custom fields under the “Request Schema”. See Create Request Schema to learn more about how to customize the request schema. Agents and Supervisors can then open requests for customers based on their conversation with the customer on call. The user (with permissions granted) can create, update, view and change the status of customer requests.

Create Requests

To create a request, the user first needs to select a customer profile against which the request has to be opened.

Once a contact is selected, click on the three dots appearing in the top right corner. From the drop-down list, select the “Create Request” option.

The “Request” details form will appear. The fields in the Request form (other than “Title”, “Description”, “Type” and “Status” fields) are shown based on the schema definition under the “Request Schema” by the system administrators. This allows users to open only the business-specific type of customer requests as specified by and aligned to the business goals. See Create Request Schema to learn more about the request object definition.

Fill in all the fields and click the “Save” button. If you’re having a difficulty

Field	Description	Required
Title	Title or name, given to the request. This is a system-defined field. It can take a title of up to 50 characters at max.	Yes
Description	An optional description or summary of the request. This is a system-defined field. It takes a description or summary of the request for up to 150 characters length	No
Type	This shows a dropdown with the available types of requests. This list populates based on the request types as defined by the administrators under the Request Schema.	Yes
Status	A request can take the following possible states in CIM: Active: An ‘Active’ request means that this request or call context is still open in the system and expect more calls to be grouped under this request. Note that the calls can only be linked with an active request. Hence, whenever a call comes in, only the active requests of the customer are being displayed to the agent as part of request search results. Closed: Once an agent marks the status of the request to “Closed”, it will not be listed to the agent in the request search results during subsequent calls.	Yes
Custom fields	Any custom fields as defined under the Request Schema are available here based on the “Type” of the request selected above by the user.	Custom fields can be chosen to be marked as required

Once a request is created, it will be available in the “Requests” search drop-down list. To select a request to view its details later, search the request based on the request title and click on the desired request in the dropdown to view the request details. Also, to search which interactions are linked with which requests, search the request from the dropdown and select the desired one to see all interactions linked with that request.

Note

At a time, the latest 100 requests can be listed for a particular customer in the search dropdown
Both “Active” and “Closed” requests are being listed in the search dropdown. However, in case of an active call (in the background), the search dropdown only lists the “Active” requests of the customer.
Requests can be searched based on the name of a request

Associating an interaction with an existing request

Users can also associate an ongoing interaction or customer call with an existing customer request such as in case of a follow-up call.

So when a call comes in, the user will need to search the existing request from the “Request filter” in the Interaction History gadget and select the desired request from the search results.

Once the request is selected and the call is ended, the interaction will automatically get linked with the selected request.

If the user, later on, searches a customer profile and likes to view the request with all associated/ grouped interactions under the request, the user will have to search the request first using “Filter requests” search bar and click on the desired one from the search results to see all associated interactions as shown in the screenshot below.

Configuration Interface

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

Create Contact Schema

The “Contact Schema” allows business administrators to add custom attributes to store any business-specific information for the customers. While creating new contacts, those additional user-defined fields are then available to agents/supervisors.

To start adding the new fields in the “Contact” object, click on the “ADD FIELD” button. While defining new fields, the user will need to select the following:

Label: Provide a name or label to the field.
Type: Select the type of input the field should expect. Currently, the application supports the following types of inputs:

Text: This could be any text value
Numeric: This expects any positive integer
Phone: This expects the phone number of the customer in the format, +123123123123 with validation of up to 14 characters (min 3 to and max 14).
Email: This expects an email address in the format abc@example.com

Required: Turn the flag ON to mark a field as a required field. Keep it OFF for optional fields.

Click on the “tick” icon to save the new field.

Please note that some of the system-defined fields already exist in the Contact Schema which is available by default. Those fields are:

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

Note	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.

Create 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 number of request fields in the CIM Finesse gadget based on the fields admins define under the “Request Schema” from the CIM admin portal.

The user first needs to define the customized request types against the field label “Type”. These request types are used to group or categorize further request fields based on the type of the requesting customer wants to open. For instance, for a type of request such as “complaint”, the business requires to take device or model number against which to open the complaint. Similarly, for a different type of request such as “Sales”, the business needs to take the desired service or package that the customer would like to subscribe.

To add Request types, the user needs to type in the name of the request type and press ‘Enter’ to add it into the system. To add more, just repeat the same step.

To start adding custom fields in the “Request” object, click the “ADD FIELD” button. While adding new request fields, provide the following information:

Label: Provide a name or label to the field,
Type: Choose the input type from this dropdown. Following type of inputs are supported at the moment:

AlphaNum15: This accepts an alphanumeric input for up to 15 characters.
AlphaNum50: This accepts an alphanumeric input for up to 50 characters.
Email: This accepts the Email input in the form of an email.
Phone: This accepts the phone number in the form of number format.
DateTime: This accepts the DateTime input in an alphanumeric format.
Time: This accepts the time input in an alphanumeric format.
Duration: This accepts the Duration input in an alphanumeric format.
Text: This accepts the text input in the form of text.

Type of request: Choose by clicking on the pencil icon that which “Type” of request this field should belong to. Based on the type of requests, the appropriate request fields are then visible to agents, supervisors while filling out the Request form. At least one type must be defined under the Request Schema.
Required: Set this flag to mark a field as a required field.

Click the tick icon to save the newly-added fields.

Note

This settings icon is present only on the admin portal to manage CIM configurations and not available for agents/supervisors on the Finesse gadget. This means that if any user has to manage these configurations, he’ll have to log on separately to the admin portal.
The data type of an existing request schema attribute should not be changed later. If the field with a new type is required, add a new field with the desired data type. Do not update the existing one. It may cause data corruption at the database level.