Working with the Interaction Center

Objectives
After completing this lesson, you will be able to:

After completing this lesson, you will be able to:

  • Describe and use basic features of the Interaction Center

Interaction Center

The Interaction Center WebClient provides you with tools to help you ensure efficient and consistent customer service by collaborating and communicating with your customers over various channels. It supports agents and managers who are involved with the interaction center. Agents can handle inbound or outbound service, sales, or marketing transactions using the phone, email, fax, or the Web. They can process business transactions, such as quotations, sales tickets, and service requests, and enhance their productivity by using alerts and a knowledge article search. All relevant account information is available to them in one location.

The process steps of Inbound Call Processing can be described in more detail as follows:

Step 1:

The IC Service Agent receives a call from a customer regarding a problem of a technical asset and identifies the account using the Interaction Center.

Step 2:

The IC Service Agent checks relevant customer-specific details, such as service contract and equipment.

Step 3:

The IC Service Agent creates a Service Request and assigns relevant details, such as problem description.

Step 4:

The IC Service Agent can either provide immediately a solution to the problem or needs to dispatch the Service Request to 2nd Level Support.

The Agent Desktop is the primary screen utilized by contact center agents. It gives agents access to the information they need to address customer needs with a minimum number of clicks. It provides the guidance and agent support necessary to ensure a consistent and positive customer experience.

Account information shows the most relevant information about the current interaction, such as the customer’s name and company.

When identifying the account, it is possible to identify relevant equipment. Therefore the IC Service Agent can gather detailed information before a Service Request is created in the system.

The IC Service Agent can create a Service Request to use, assign, and change the following data:

  • Description

  • Customer

  • Service Team

  • Employee Responsible

  • Subject Categories

  • Reason Categories

  • Status/Impact/Urgency

  • Warranty

The knowledge article provides a more flexible and efficient way to create, store, and retrieve corporate knowledge within your organization. Knowledge Article is a piece of information that can be used to resolve an issue.

In addition to the categories assigned to the knowledge article, in a knowledge article, you can record details, such as language, description, and keywords. You can also record short notes about, for example, solutions or workarounds to problems.

You can specify administration details, such as the dates for which the knowledge article is valid, the priority of the knowledge article, or its status. In the relevant assignment blocks, you can also attach various items to the knowledge article, or assign knowledge articles to other related items and transactions, such as service requests and service orders.

It is possible to search for knowledge articles based on multilevel categorization of a business transaction (for example, service request).

Knowledge articles are linked to a business transaction, for example, to a service request, and can be automatically proposed. It is possible to classify knowledge articles into public, internal, and confidential, based on authorization objects.

Interaction Record

The interaction record contains data for the current interaction with an identified business partner, including a list of the business objects involved, such as emails, service transactions created, and solutions provided.

Interaction Record is a central summary and information hub for interaction tailored to agent needs by providing:

  • Common transaction attributes like transaction details, organizational data, partner assignment, and actions
  • A notes section for describing details of the interaction with the business partner, including the option to import the notes from the scratch pad
  • An activity clipboard provides a complete overview of all interaction-related and business-relevant documents (such as service requests, solutions, emails, and follow-up transactions)

If the IC Service Agent can solve the issue described in the Service Request, they can provide the customer with, for example, a Knowledge Article.

If the IC Service Agent cannot solve the issue, they can dispatch it, for example, to a 2nd Level Support colleague.

Agent Inbox

You use the agent inbox to call up emails, business transactions, and various other business objects for display or processing. The inbox is a central shared worklist that the entire team can use to work on incoming objects. It supports supervisors in work distribution.

  • Retrieve, access, and process items from different main categories in the inbox
  • Business transactions (such as service orders or service requests)
  • Inbound and outbound correspondence (email, fax, and letter)

The inbox provides a broad range of search attributes, search features, and result attributes. These attributes and features are characterized as follows:

  • Common to all categories (such as creation date and account)
  • Mapped to category-specific values (such as status and responsible group/employee)
  • Category-specific attributes (such as email address and due date)

Based on alerts, the inbox shows incomplete emails linked to a confirmed account.

Work with the Interaction Center

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