Customer Activity

In the Customer Profile section, you added all the profile information about a customer – first name, last name, contact information, and more – for an Agent to see when on a live Interaction.  

The Customer Activity configuration deals with transactional data related to the customer whose profile is displayed. For example, the customer’s credit rating, current loan status, repayment history, and other major indicators, all in one view. The application fetches the data from Acqueon Data Cloud based on the configurations you make here.

Important

• The Customer Activity widget populates data only if there is a matching Customer Profile. It is important you first configure the Customer Profile widget before configuring the Customer Activity widget.

• For the application to populate data for the Customer Profile widget, integration of Acqueon Workspace with Acqueon Data Cloud is mandatory. Once integrated, the data shown depends entirely on what data the organization ingests into Acqueon Data Cloud and your configuration.

These transactions can be grouped by entities on the source – Acqueon Data Cloud.   Each of these entities may have multiple attributes. The Entity-Attribute connection is explained by an illustration in the table:

As an Administrator, you must ensure that the transactional data you show via this configuration helps enhance the agent-customer interaction experience.

Access

To access the Customer Activity widget admin page, follow the steps:

1. Log in to the Workspace admin application using your credentials.

2. You are taken to the AE admin page on successful login.

3. From the dropdown menu on the title bar, select Configurator to navigate to the Configurator page.

4. In the Configurator page, from the main navigation menu on the left pane, select Widget Configuration > Customer Activity.

Create a Template

After you successfully open the Customer Activity page, you can see all the configured Customer Activity templates, each one as a separate tile.

The page contains Templates and Template Mapping tabs. By default, the Templates tab is selected.

To add a new template, click the +Add button.  

1. Template Name – Type a name for the template.

2. Default Template – Enable this button to make this template a default template. If a Queue or a Campaign is not mapped to any template, Workspace uses the settings on this template to populate customer information to the agent. You can select only one template as default.  

3. Description – Type a description for this template. The description appears on the template tile after the template is saved.

4. In the Add Entity section, click the + button to add an entity. The New Entity field appears.

5. Tab Label – Type a name for the tab. The name replaces the text ‘New Entity’ in the field on the left. This is the name your agent sees on the transaction widget for this tab. Each entity that you add is displayed as a tab on the agent’s workspace.

6. Select Entity – All the entities on Acqueon Data Cloud are available for selection. Select an entity for this tab. For example, Credit Rating, Current Loan Status, and more.

7. Available Attributes – All the available attributes mapped to this entity (on the integrated Acqueon Data Cloud instance) are shown in this section. For example, if your entity is Credit Cards, the data shown can be Credit Card Number, Credit Card Due Amount, Payment Due Date, and more.  

8. The number of available attributes is also displayed. The total count of available attributes is adjusted and displayed after you move each attribute to the Selected Attributes section.

9. Click the Refresh Data button to refresh the Available Attributes section with the latest data from Acqueon Data Cloud.

   Note

   If Acqueon Data Cloud has deleted any attribute that you have selected, the attribute is automatically removed from the Selected Attributes section.

10. Select one or more attributes and use the > icon to push them from the Available Attributes section to the Selected Attributes. To push all attributes, use the >> icon. The Selected Attributes section shows all the selected attributes.

11. Select Currency – If you have any attribute whose value is a currency (for example, Income, Asset Cost, and similar), select the currency in which the value must be displayed on the agent desktop.  

12. Select Attributes – Select the attributes that must display the selected currency.

13. Select Default Sorting Fields – From among the selected attributes, select the field based on which the data is sorted when shown to the agent.

    Note

    While on an active call, an agent can sort data based on any column.

14. Select the Default Sorting type as Ascending or Descending.

15. You can add as many entities as you require. For each entity, repeat steps 4 to 12 above.

16. To delete an entity, click the corresponding X icon. Note that all the attributes under this group are also deleted when you delete the group. Click Ok on the popover to confirm deletion.

17. Note: When you delete an entity, the associated attributes are moved back to the Available Attributes section.

Map a Template

The next step is to map these templates to queues/campaigns. Agents receive calls from many queues/campaigns they are attached to. When you map templates to queues/campaigns, the agent gets to see the data that the mapped template is configured with.

Navigate to the Template Mapping tab to map templates to queues/campaigns. Complete the following fields:

1. Template Mapping Name – Type a name for the template mapping you are creating.

2. Template – From the dropdown list, select a template.

3. Select Call Type – Select a call type from Outbound, Inbound, or Manual Outbound.

4. Based on what you select as the Call Type, complete the next field:

   1. Campaign – This is for Outbound calls. Select a campaign from the dropdown list – these campaigns are fetched from the Acqueon Campaigns instance that your Workspace is integrated with. You can select multiple campaigns or all campaigns. An agent receiving a call from this campaign sees the customer data as configured in this template.

   2. Skill – This is for Inbound calls. Type a skill name in the text box. Click Add to add the skill. You can add multiple skills. Note that the skill you add is not validated. An agent receiving a call from this skill sees the customer data as configured in this template.

   3. Manual Outbound – No further input required; directly proceed to save.

   Note

   If the call type is Manual Outbound, you can map only one template.

5. Click Save to complete the mapping.