Overview: Interaction customer details tab
This article provides an overview of the interaction customer details tab in Edify App, which is where you can input, view, and modify customer contact information while managing or viewing an interaction.
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The customer details tab is the area of the interaction that appears on an active interaction in Edify. The tab is permanent, so it’s always available to you regardless of your status in an interaction and the custom configurations for the queue hosting the interaction.
The customer details tab is also where you can take notes on the interaction and end the interaction by either closing it or returning it to the queue for someone else to manage it.disposition the interaction prior to closing it.
With the customer details tab, you can perform the following actions:
Interact with the customer’s contact information
Interact with call management controls
Interact with dispositioning fields
You can read more about these actions in the sections below.
Interact with the customer's contact information
When a customer calls or sends an SMS into the queue, the callerID information for that customer is automatically collected and added to the customer detail tab. If you prefer to also populate the customer’s email address for these types of interactions, collect this information before the interaction is sent to the queue through a workflow.
Additionally, if a customer’s contact information is already saved in one of your database or CRM solutions, and this information is gathered and linked to the interaction by Hammond via a workflow, it will automatically populate in the appropriate fields in the customer details tab. If the system has not yet collected this information, or if you discover that the information is not accurate for some reason, you can manually edit the following fields once you’re the owner of the interaction:
First and last name
If the interaction is hosted in a queue that’s configured to pull and update data in an external system, like a CRM, then any changes you make and save to the customer details tab are automatically linked to that system and can be retrieved for future interactions with the customer.
Interact with interaction management controls
During an active interaction, the customer details tab is where you can find interaction management control buttons. The actions available to you are dependent on whether you are in a voice interaction or a messaging interaction.
You can also find the interaction outcome menu in the customer details tab. Selecting an option from this menu begins the process for closing the interaction to save it and remove it from the queue or for sending it back to the queue for another to manage.
Interact with dispositioning fields
The customer details tab is also where you can fill out dispositioning fields for closing the interaction used to report the outcomes of the exchange. The fields available in this area of the customer details tab can vary from queue to queue. Also, completing this step can vary from user to user based on your individual user settings.
Based on your manager’s expectations for this queue, you can be responsible for filling out one or all of the following fields to appropriately disposition the interaction:
Depending on your team’s custom configuration, there can be other custom fields that you need to interact with in addition to those listed above. For example, your Edify admin can configure this queue to include a short checklist to update based on how you resolved the customer’s issues or to include a custom menu that gives you options to define which loyalty tier the customer falls into -- like bronze, silver, or gold -- to streamline reporting on customer loyalty status.
Lastly, if the queue is configured to have the Map enabled, it appears in the customer details tab. The map displays a static map corresponding to the customer’s geographical location, which is determined from the customer’s IP address or phone number data.
Interaction control buttons (A): The interaction control buttons are used to manage the interaction, whether it’s a voice (phone call) or a messaging (SMS, web chat, email) interaction. See Overview: Interaction call controls (Edify App).
Customer contact details (B): The customer contact details area includes the customers photo, name, phone number, and email address. Add, modify, or remove information any time prior to closing an interaction. The customer photo populates if the customer has an image registered to Gravatar and is based on the entered email address. If this is not available, the image displays the customer’s first and last initials of the name entered in the name field.
Outcome menu (C): The outcome menu is where you define the result of an interaction. Depending on your user settings for the queue configured by your Edify admin, you may or may not need to interact with this menu. See Overview: Ending interactions (Edify App).
Routing details (D): The routing details area displays the queue hosting the interaction and where the interaction started, which means the name of the route the customer contacted that led them to the queue. For voice interactions, this area most likely displays the phone number the customer called to reach the queue. For messaging interactions, this area of the interaction will be blank because the customer didn’t call a phone number to reach your business.
Subject (E): The Subject field automatically populates with a description of the type of interaction. Once you take ownership of an interaction, you can customize this field by adding your own description.
Tags (F): The Tags area displays the tags added to the interaction in the workflow, prior to reaching the queue. Tags are used as a way to prioritize and distribute interactions. Values and attributes can be assigned to tags.
Note: Tags must be configured in Console and included in workflows to be added or removed from interactions.
Custom fields (H): The custom fields area is where you can review and interact with non-standard fields configured by your Edify admin in Console for that specific queue. Custom fields can include check boxes, lists, text boxes, multiple choice menus and more.
Dispositioning (I): The dispositioning area is where you record information about the type of interaction and the result of the interaction. You can also add notes about the interaction. See Overview: Disposition an interaction (Edify App).