My Call Guide

——Learn how the agent can receive calls in the My Call module through this article

Role of My Call

My Call is a module for the agent to receive calls in the agent workbench. This module has these capabilities:

• The call pop-up will be automatically opened in the「My Call」module for inbound and outbound calls.
• The agent can view customer profile and customer business records, view/create tickets, view talk details, and save service summary through the pop-up.

Preparation

• Agent has the call permission and has bound an extension account
• The agent has configured display rules (necessary for outbound calls)

Main Functions of My Call

● View Call Pop-up

1. Support viewing recent calls
2. Support viewing or editing customer profile
3. Support viewing customer business records
4. Support creating or viewing tickets, including downstream tickets of the phone number and all tickets of the customer.
5. Support viewing talk records and agent talk details
6. Support viewing docking page

● Call Pop-up Operation

1. Support one-touch callback of calls in my talk list
2. Support sending template SMS
3. Support creating contact plan

How to Use My Call

The call pop-up will be automatically opened in the「My Call」module for inbound and outbound calls. The agent can view customer profile and customer business records, view/create tickets, view talk details, and save service summary through the pop-up.

● Page Structure and Use Workflow Introduction

Page structure diagram:

Figure 1: Page Structure Use workflow introduction:

Figure 2: Use Workflow

● Open Pop-up Automatically for Inbound and Outbound

Calls The system switches to the「My Call」module for inbound and outbound calls and opens call pop-up (Figure 3).

Figure 3: Open Pop-up Automatically for Inbound and Outbound Calls

● Save Customer Info for New Customer Call

After a new customer calls, Create Customer page will be opened automatically, and agent can quickly fill in customer information and save it (Figure 4).

Figure 4: Open Create Customer Page for New Customer Call

● Modify Customer Associated with the Phone No.

If the agent finds that the customer associated with the current phone number is incorrect, he/she can modify the association relationship by clicking the【Associate Current Phone No. to New Customer】and【Associate Current Phone No. to Existing Customer】buttons in the upper right corner of the "Customer Profile" (Figure 5).

1. Associate Current Phone No. to New Customer: click the button to open the Create Customer page, fill in the customer profile, and then click【Save】(Figure 6).
2. Associate Current Phone No. to Existing Customer: click the button to open the associated customer page, search the customer by number or name, and then click【Associate】(Figure 7).

Figure 5: Button Position

Figure 6: Associate Current Phone No. to New Customer

Figure 7: Associate Current Phone No. to Existing Customer

● View Customer Business

Records In the call details area, switch to the "Business Records" tab to view the customer's recent chat, talk, ticket and other records (Figure 8).

Figure 8: Business Records

● View or Create Ticket

1. View ticket: switch to the "Ticket" tab to view all downstream tickets created by the current phone number and all tickets of customers (Figure 9).
2. Create ticket: click the【Create Ticket】button in the upper right corner to open the Create Ticket page (Figure 10).

Figure 9: View Ticket

Figure 10: Create Ticket

● View Docking Page

The docking page needs to be configured by the admin in「Admin Console > Call Center > Settings > Common Data > Docking Page」. After configuration, it will be displayed in the tab at the top of the call details module (Figure 11).

Figure 11: Docking Page

● Service Summary

Service summary includes "processing progress, service category, service template, note, and custom field" and is the record of agent for this service. It can be saved and edited in the service summary module at the bottom of the page (Figure 12).

Figure 12: Service Summary

● Callback

Click the " Callback" button in the top right corner of the talk pop-up to call back the phone number in my talk list with one click (Figure 13).

Figure 13: Callback

● Create Contact Plan

Click the "Contact Plan" button in the upper right corner of the talk pop-up to create a subsequent contact plan based on the customer number in the My Call pop-up. The user can set the start time, expiration time, executor, notes and other information of the contact plan, and the executor will be automatically reminded when the plan expires (Figure 14).

Figure 14: Create Contact Plan