Customer Profile

The Customer Profile widget provides agents with a consolidated view of customer-related business fields in a single interface. This includes both standard and optional business fields configured for the widget. By presenting key customer information in one place, the widget helps reduce lookup time and enables agents to access relevant customer context during interactions.

Use Case

In an outbound collections call, an Agent may need to review customer information before proceeding with the interaction. The Customer Profile widget displays details such as the due date, loan type, and other relevant indicators in a single view. This allows the agent to refer the required information without navigating away from the call.

The agent can edit the Business Field while on a call or at the time of wrapping up the call.

Business Fields

The Business Fields section displays customer key information, such as:

• First Name

• Last Name

• Address

• Date of Birth

• City

Optional Business Fields

The customer whose profile is displayed would have more Business Fields associated with the profile. The Optional Business Fields section displays additional customer information, such as:

• Loan Type

• Due Date

• Loan Number

Note:

The Optional Business Fields tab is not displayed when uploaded contacts does not contain optional business fields.

Edit Business Fields

The Customer Profile widget also supports editing of customer-related data that was uploaded through the contact file during contact upload, based on configured permissions.

To edit the business fields, follow these steps:

1. Navigate to the required business field.

2. Click the corresponding Edit button.

   Note:

   Agents are permitted to edit only business fields that an Administrator has set as Agent Editable.

3. Click Save.

   A confirmation message, “Customer profile changed successfully” appears in the widget upon save.

   

4. To undo the changes, click Cancel.

Sort Business Fields

Agents can reorder business fields alphabetically in the Customer Profile widget. To sort business fields in ascending order, enable Sort By.

To restore the original order, enable Sort By again.

Revision History