Using Contacts to Aid Conversations

Bright Pattern Documentation

Generated: 12/08/2021 3:43 pm
Content is available under license unless otherwise noted.

General Information About Contacts

One of Agent Desktop's many useful features is the Contacts section. From Contacts, you may quickly reference a wide variety of stored information. The Contacts section stores information about:


All information is searchable, enabling you to look up records and contact information, even while handling an active conversation.


Agent Desktop Contacts section overview


How to Access Contacts

The Contacts section of Agent Desktop is accessed by clicking the Contacts icon AD-Contacts-50.png in the main menu.


Upon opening Contacts, you will first see the Search page, which allows you to search all stored contacts in your contact center. From there, you can do the following:



Activities

The Activities tab stores the selected contact's records for all types of conversations (i.e., voice calls, emails, chats, SMS/text messages, Messenger interactions, etc.) that have been handled by your contact center. Activities are searchable, enabling you to access specific information quickly, even while handling an active interaction. Built-in contacts show records of all interactions and cases, if any, for the selected contact.

The Activities tab is accessed from contact details.


Activities tab is accessible from contact details


Using Activities

The Activity tab displays all activity history for a person. This includes voice calls, call transcripts, speech-to-text transcripts, chat interactions, chat transcripts, email messages, Messenger interactions, Messenger transcripts, SMS/text messages, notes from agents, and so forth.


Activities are shown for the selected contact


On the left side of the screen, you will see the records of all activities and interactions involving this contact in order by date, with the newest at the top of the list.

When you select a specific activity, the right side of the screen will display additional information. Depending on the interaction type and your privileges, you may also be able to review the associated interaction content, such as call recording or chat transcript.



Cases

The Cases tab is where you may search for cases associated with a selected interaction. Cases are useful as they keep track of not only the interactions, but also related notes from multiple agents, and any subsequent follow-up activities, all the while keeping the content available to anyone on your team.


By default, cases are emails; however, cases also may be created from chats or calls. Cases can be filtered by status (active or closed) or by additional filters; these filters are:


For additional information about creating cases, see the sections Understanding Email Cases and Threads and How to Create a Case from a Chat Session.


Searching for a Case

To search for cases, use the search bar at the top of the contacts section; searching may take place while on active calls or chats. You may search for cases by name, case number, or case title. The results of the search will appear under the Cases tab of the Contacts section. Additionally, cases may appear as a tab in the Selected Conversation’s Documents section if you are having an active conversation. If you have not sent an email from the case, it will be listed as Active; cases where a follow-up email was sent will be listed as Closed.


Search for cases in Contacts


Sending Follow-Up Emails from Cases

When selected, the case with the chat transcript will appear in the right panel; click the Open Open-Case-50.PNG button at the bottom of the panel. From here, you will have the option to send the customer a follow-up email, flag it, or transfer the case to another agent. To transfer the case, click the transfer Cases-Transfer-Button-50.PNG button. When an email is sent, it will be included in the case record.


Opening a case allows you to email the customer




Details

The Details page displays the contact details form for a selected contact. If information has already been saved for that contact, you will see that information on the form.


Contact Details


Contact details may include the following:


How to Edit Contact Details

Information may be added to the form by clicking the Edit button. To save your changes, click Save.


Editing contact details


Augmentation

If data augmentation has been configured for your contact center, you will be able to populate contact details with data from data providers such as The Data Group or Next Caller. If this feature is enabled for your contact center, you will see the Augment button on the contact details Edit screen.

Click Augment to view available data that can be used in your contact details. If you wish you use the provided data, click Use.


Click "Use" to augment your data with the provided data


The following dialog will appear, asking you to confirm the data to be added to the contact details that you are editing.


Augment Contact Data




How to Wrap Up After Call Work

Depending on the type of service you provide and your contact center practices, after a service interaction (call or chat) has terminated, the system may automatically change your state to After Call Work (ACW). You can use the time in this state to finish any work associated with the service interaction that has just ended.

After finishing the after call work for the current customer interaction, you have the following options:


Complete button


You may be required to enter a disposition before finishing interaction processing. For more information, see How to Enter Dispositions and Notes.

Depending on the system settings, if you do not make yourself either Ready or Not Ready manually within the time allocated for after call work, the system may eventually switch you to the Ready or Not Ready state automatically.

Also, depending on your system settings, if there are other calls waiting in queue while you are in the After Call Work state, you may receive visual and audio notification of this fact.

Note: If you use a custom form in the Context Information Area for processing of data related to a specific call, the Complete button may appear on that form.