Contact Centre - Recorded Activities and Interactions

Click on a person’s profile, and you’ll be taken to their account details. You can view their transactions, interactions,  and other pieces of information.

Clicking on the [Action] button presents several options:

Send email

Send an email to this Customer.

Create task

Create a Task against the account for your Organisation to process.

Nearby

Search for nearby interactions which may be relevant to this Customer, and that you may wish to advise them about.

Members

what member are available.

Refuse collection

See if any collections are applicable to the customer.

Change address

Change the address assigned against their account.

Clicking on [Activity] allows you to record Customer requests and requirements, as well as record the action that’s been taken. Specify your interaction with the Customer, and then click on [Done]. This will save to the “Interaction” list held against their account, and will remain until their Interaction is completed. You can click on an Interaction to view its details.

Clicking on [Service Request] allows you to detail and add a Service Request ticket against this Customer’s account, which will then display under the “Service Request” list. These tickets will also show within Service Desk, when searched for.

By scrolling down on the right hand side, you can see the Contact information held against this account. Admin Users also have the option to view any Assets, Contracts, and Bookings held against this Customer’s account.

“Knowledge Search” allows you to search for knowledge articles related to a Customer query. You can select and email documents to the Customer, or treat this as an activity if you’re simply relaying information. Knowledge Articles can be added to your system via Administration -> Knowledge.

If Master Data Management (MDM) is configured on your system, “Further Information” relating to the Customer will also appear here, if available.