
Module : Customer Service Overview Desktop
Topic : Page Overview
Version(s) : Version 5.1 and up
Editions : Standard, Commerce, Call Center
Customer Service Overview
The Customer Service Overview Desktop is where Customer Service can lookup customers or orders, view training or script documents, punch in and out of work, and look at upcoming C.S. events.
Tiles
The top of the sales desktop contains a row of tiles. These tiles will display quick stats for the day to the agent. They also serve as hyperlinks to resources for the sales agent.
Order Lookup
Product Lookup
RMA Lookup
CS Event Lookup
Training Documents
View Scripts
Order Entry
The Order Entry module can be used to log a call or enter a sale when talking to a customer. From the C.S. Agent desktop choose to enter an order based on the DNIS, Promo Code or Source Name.
Enter the value of either the DNIS or the source of the call, then enter the ANI if available (Customer’s telephone #), and click the go button. The Order Entry screen will appear.
Unread Correspondence
*New Feature Coming Soon*

The following setting must be active in order to see communications here
Company > System Preference > Delivery/Default tab > Scan inbox for replies (must be checked)
Replies from customers will display here that have been unread. Click on the magnifying glass

icon to navigate to the customer record and read the incoming reply.
Unresolved Events
The
Unresolved Events module will display a list event that are not complete for the User. The Event Date, Customer Name, Activity, and Notes are listed. Click the

magnifying glass icon to see the even on the
Customer Detail Page.
Notification Queue
The Notification Queue module allows the agent to retrieve outbound call back notifications.
- Choose the Notification Queue.
- Select the Notification Template.
- Define the time zone you with the make calls to and click next. If the calls are outside the allowed callback times set in Notification Calling Profiles, you will be prompted to confirm this decision. The Internal Notification Detail screen will appear.
Today's CS Events

The
CS Event module displays a pie chart to visualize the proportion of
CS Event Records added on this date for the CS Agent. Hovering over the chart will display percentages for each event.
Copyright 2019
Revised 12.27.2024