Handling an Incoming Call
Contents
Content TDB
How do I Get Calls?
Phone calls (voice calls), and chat messages between you and a customer (contact) or someone from your company (internal target) are called interactions because you interact with that person through a communication media.
Inbound interactions are usually those delivered (such as those routed, transferred, conferenced) to you by the system.
The most common capability across all media includes Case Information which provides you with critical information about the active interaction.
Functions and Information for Interactions
- Disposition Code — Enables you to assign a code to an ongoing or terminated interaction that qualifies the outcome of the interaction.
- Note — Enables you to enter comments about the current interaction.
Case Information
The Case Information (attached data) view provides information about an interaction — for example, an account number or type of service. Your system administrator configures which attached information is displayed.
The following are examples of the type of critical information the Case Information view provides about the active interaction:
- Contact name
- Call type
- Account information
- Subject
Disposition Code
The Disposition Code view enables you to assign one code to an ongoing or terminated interaction to qualify the outcome of the interaction.
The Disposition Code view is a menu in the Interaction view. It contains a list of choices that you can click to specify the outcome of the interaction:
Select a disposition for the interaction from the list of dispositions avaialable:
Once a disposition is selected, the disposition list is hidden.
Note
The Notes is a feature that enables you to enter comments about the current interaction or about a selected interaction in the History database.
The comments are stored as a part of the history for the contact. The contents of the Notes can be viewed by any agent who views the contact's history.
Notes is available as a field in the following view:
- Voice Interaction
Type notes in the Note text field and click the Mark Done icon (
).
Adding Transfer Notes
The Notes field can also be used in the case where one agent needs to provide additional information to another agent who is set to receive a conference or transfer. Prior to initiating the conference or transfer, the first agent adds whatever information is required to the call note field and then proceeds with the conference or transfer.
When the second agent receives the call, the call note field is populated, allowing them to review and pick up where the first agent left off. This is particularly useful in cases where customers may need to be blind transferred and the first agent is not able to speak directly with the second agent prior to hanging up from the call.