The Customer Profile Widget displays all the business fields including the optional business fields configured for the Campaign. This widget also helps the Agent to edit the customer-related data uploaded via the contact file at the time of contact upload.
The business fields for the campaign are listed under the respective tabs of the widget. An agent edits the Business Field while on a call or at the time of wrapping up the call.
Click the Edit button to edit any business field.
Note:
Agents are permitted to edit only business fields that an Administrator has set as Agent Editable.
Click the Save button to save changes. Click the Cancel button to undo the changes.
On successful execution, the confirmation message “Customer profile changed successfully” appears in the widget.
This is a portion of an application's user interface that provides information / data relevant to a specific functionality.
A campaign is a collection of contacts or records. You can use a campaign to manage the process of making outbound calls (or non-voice modes like email, SMS, etc.) to a homogenous set of contacts. For example, a collection campaign makes calls to credit card customers reminding them of their dues to be paid.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
A Business Field is a specific data attribute used within campaigns to capture and organize information relevant to the business. These fields can be unique identifiers or common metrics that help in tracking, reporting, and analyzing data across different campaigns.
Unique Business Fields are specific business identifiers like Customer ID, First Name, etc.
Common Business Fields are standard business fields like amounts, number of days, etc.
An administrator is a human entity in an organization who create users, assign access rights to users, and perform various administrative tasks in a contact center application (like but not limited to assigning agents to teams / skills / queues, creating reason codes, etc.).
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