How do I use the Contact Centre?

The Contact Centre is an important part of MCS that allows you to quickly search for any user, service request, address and more. 

Firstly, click on the "Contact" Module on the left-hand-side menu. The following screen should appear:

People:

If you want to search for a user's account, select "People" and type in their name or email address. Upon searching, the screen should look like this:

Here, you can view all SRs relating to the user. You can also view aspects of the account, such as:

Their profile:

All the interactions assigned to them:

All of the assets assigned to them:

And the Contracts assigned to their profile:

As well as all bookings they've submitted:

Moreover, you can view similar SRs that have been marked as a similar SR, as well as their relevance to the SR:

And, if there is any further information about the user, you can access it by clicking the "further information" button:

You can submit a Service Request in their name by clicking on "Service Request" on the right-hand-side menu, as well as being able to add an activity. 

By clicking on the "Action" button on the top right-hand corner, you can alter the account by changing the user's address, adding a task and more. 

*Please note that this menu can be scrolled down to reveal more options, namely "Refuse Collection" and "Change Address".

Service Requests:

If you want to search for a Service Request, select "Service" and type in the Service Request number. Once searched, the following screen should appear:

Here, you can edit the Service Request by clicking on the 'edit' icon (located on the left side of the service request). Most of the aforementioned features are also available on this menu.

Addresses:

To look up an address, select "address" at the top and type in an address. This could be in the format of a UPRN or Postcode.

Any service requests, organisations and activities relating to this address will be shown in the interface below. Here, alike all other contact centre menus, you can use knowledge searches to expand your knowledge if you need to.

Knowledge Articles:

You can also look up knowledge articles. These give additional information on various topics. Type in a keyword in the search bar under "knowledge" to search for a knowledge article.

Here, you can add attach supporting documents, as well as detailing certain bits of key information. This can be used to help those who are not yet proficient with the system, as well as reminding users of procedures and more.

Organisations:

Organisations can also be searched for using the contact centre. To do this, click "Organisation" and type in the organisation using the search bar. Once you have done this, the following will appear:

Here, information about the organisation will be shown, such as the name, email, contact details, any SRs and activities related to the organisation ect. Alike the Service Request menu, all interactions, contracts and booking related to this can be accessed by using the "view" menu on the right.