Record handling view
In order to be able to receive a call, an agent must choose the Waiting for Customer agent status.
The incoming call will ring the agent, the incoming agent appears in a model, where the agent can choose either to answer or decline. Depending on the general call setup, agent could only have 13 seconds to answer the call, or the system will start to ring a different agent.
In the Client, the record handling view will be displayed when an incoming /outgoing call is connected to the agent. Also, in case of searching for a record, recalling a record or creating a new record, the record handling view would appear again.
The top 3 rows of the information section are still visible to the agent during record handling.
A new piece of information is shown which is the unique identifier of a call, a call ID. In case of an issue with the call, this will be needed when submitting a ticket to Comnica Support.
The record handling view can be divided into the following sections:
- Record form
- Contact list
- Navigation setting a callback, comments
- Script (form)
- Manual dialing, action buttons
- State request dropdown
Click the Contact list button, and the Contact list modal will open which containts the phone numbers, where you can see (or if there is none, provide) the proper phone number in the contact field.
If there are multiple phone number available for a customer, a priority could be given for the different phone numbers, and one phone number could be set as a preferred contact.
This button is only active for outgoing calls before starting a call. Once a call was started or incoming call was accepted, this button becomes inactive.
In this case, the agent must set a callback or select the appropriate call category, termination.
Agents can use the Previous page button to go back to the previous script page. Data that has already been filled out on the next page will not be lost upon returning to the previous page.
By clicking on the button called Set Callback, the agent has the option to set it to a later date (they can choose predefined options from the dropdown or specify the exact date and time) in case they need to recall the given record indefinitely for later reference and case management. In this case, the callback will be visible in the callback list on the Client’s main interface when it reaches the allotted visibility interval.
The type of a callback can be common or dedicated. The Callback section contains the agents’ dedicated callbacks and common list callbacks. Displaying common list callbacks on the Call settings page within projects is inactive by default, you must enable the Show common list callbacks status slider for them to be displayed.
The common callbacks can be viewed by all agents depending on the visibility interval of the callback. It can be accessed or opened using the Callbacks section of the Client.
Agents’ dedicated callbacks are visible, viewable.
Multiple comments can be added to one record during record management, and if the record has already been previously handled by another agent (for example: in case of a common callback), the current handler can see previous comments and add new ones.
Comments are only stored in the system when the agent sets a callback or terminates (categorizes) the record. If they add a comment to a given record and they decide to press the Exit script button, the comment they added will be lost.
Comments can be viewed in the Calls menu by clicking on the phone number. The user will be directed to the Project datasheet that contains the given record. On the bottom of the page, there is a Record Comments section which contains all the comments available for the record.
Custom buttons, available for certain customers
If the customer gives consent to participate in a customer satisfaction survey, you may press the Send SMS button. In this case, a text message will be sent to the caller with a unique link, where a quick survey can be filled out.
Send claim button
In a few cases, it is necessary to record the customer’s complaint. In this case, just press the Send Claim button, fill out the required fields, and hit the Submit Claim button.
If the call is related to adding extra services to the booking, first do the necessary changes in the booking and if it requires an extra payment, fill out the PNR, Last name as in the booking, and Cardholder name, and press the Payment button. After this, the caller will be redirected to a special payment IVR, where they can input their card number, and payment will be processed by the airline booking software. Both the caller and the agent will hear or see a message whether the payment was successful or declined for some reason.