Open Call
| Cross-Sell Path* | Identifies either the phone number or product line/affiliate the call is associated with. This field will automatically populate with the communicated by selected for the last contact tracked. |
| Reason | Identifies the customer's reason for contacting. A Reason Category should be selected prior to selecting a reason as reason vary based on reason category. |
| Reason Category | Groups together a category of contact reasons. Generally these are setup by affiliate or customer service group. This field will automatically populate with the communicated by selected for the last contact tracked. |
| Reason Code* | Short code to identify the reason. Once a reason is selected from the drop down, the reason code will fill in automatically. |
| Area | Identifies the area of contact. Once a reason is selected from the drop down, the area will fill in automatically. |
| Subject | Not used during open call. |
| Customer* | Customer number associated with the contact. |
| Communicated by* | Identifies the method of contact by the customer. Traditionally, call tracking was designed for tracking incoming phone call contacts, however, you can distinguish different methods of contact by selecting a communicated by. This field will automatically populate with the communicated by selected for the last contact tracked. |
| Created by | The user and date of the contact. These are automatically associated with the note. |
| Started | The time stamp associated with when Open was selected from the ribbon. Can be used in reporting to determine length of time on a contact. |
| Call Record ID# | Unique identifier supplied by the IVR phone system when integrated directly with call tracking. This will fill in automatically by the phone system if integrated. |
| Regarding Product | Not used during open call. |
| Help | Based on the reason selected, Help will display with tips on when this reason should be used and/or tips for the type of contact. |
Customer Portrait | Provides a snapshot of the customer's account, notes and available cross-sells associated with the upsell path and customer. Also can be used for Advantage navigation. |
OK | Opens the call and closes the Open Call dialog box. |
Close Call | Opens the call and goes to the Close Call dialog box. |
Cancel | Cancels the open call, no information saved. |
Close Call
| Cross-Sell Path* | Identifies either the phone number or product line/affiliate the call is associated with. This field will automatically populate with the communicated by selected for the last contact tracked. |
| Reason Category* | Groups together a category of contact reasons. Generally these are setup by affiliate or customer service group. This field will automatically populate with the communicated by selected for the last contact tracked. |
| Reason Code* | Short code to identify the reason. Once a reason is selected from the drop down, the reason code will fill in automatically. |
| Area | Identifies the area of contact. Once a reason is selected from the drop down, the area will fill in automatically. |
| Communicated by* | Identifies the method of contact by the customer. Traditionally, call tracking was designed for tracking incoming phone call contacts, however, you can distinguish different methods of contact by selecting a communicated by. This field will automatically populate with the communicated by selected for the last contact tracked. |
| Customer #* | Customer number associated with the contact. |
| Regarding Product | Based on transactions performed during contact, this field may pre-fill with the item number associated with the contact. This can be manually entered for reporting purposes. |
| Respond with* | Identifies the outcome of the call. Respond with selections are tied to the reason selected. Some respond with selection are tied to letters or questionnaires; these will pop-up after the call is closed. |
| Note | The note text. This may pre-fill with some information to prompt the agent to fill in the details of the contact. |
Finish | Clicking this will confirm the information entered and close the call. |