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.

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.