Customer Service Overview Desktop

Customer Service Overview Desktop

Info
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.

Call Log


 
The Call Log tile will display a count of calls logged for this day for this agent. Clicking on the tile will bring the user to the Sales Agent Call Log screen.

Time Card Utility



The Time Card Utility tile will display the user’s current timecard status. Clicking on the tile will bring the agent to the Timecard page where they can punch in or out and see the time log.

Customer Lookup



The Customer Lookup Tile can be clicked to bring the user to the Customer Lookup feature. 

Order Lookup



The Order Lookup Tile can be clicked to bring the user to the Order Lookup feature. 

Product Lookup



The Product Lookup Tile can be clicked to bring the user to the Product Lookup feature. 

RMA Lookup



The RMA Lookup Tile can be clicked to bring the user to the RMA Lookup feature. 

CS Event Lookup



The CS Event Lookup Tile can be clicked to bring the user to the CS Event Lookup feature. 

Training Documents



The Training Documents tile can be clicked to bring the user to the C.S. Agent Training Materials.

View Scripts


 
The View Scripts tile can be clicked to bring the user to view C.S. scripts and other documents. 

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*

Notes
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.

  1. Choose the Notification Queue.
  2. Select the Notification Template.
  3. 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


TheCS 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


 

 


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