Call center example (queue): unknown customer

The Accolades interface for agents is quite flexible and allows for performing several tasks, according to the specific demands for the current call.

The following steps are just an example that can be applied in most cases. But keep in mind that there will be situations where the agent has to perform additional tasks, depending on the call nature. For a high efficiency, the agent has to be familiar with the entire Accolades interface, for the Call center agents.

The example assumes that the agent already has the Accolades Agent interface opened, from the Call Center module, the Agent option. Also, the agent needs to have a phone device attached to his account (if not, then Accolades will ask for this step to be competed, before accessing the Agent interface).

When an agent receives a call from a customer with no mach in the database, the agent has to follow the next steps, to add him to the database:

• the agent phone is ringing;
• Accolades will search the database for the phone number without any result so Accolades will display the Unknown caller tab;
• the Agent will select the Add new customer button;
• Accolades will display the interface for adding a new identity;
• after the data for the customer identity has been filled in and validated, Accolades will display to the agent the Identity tab;
• in the "Phone Numbers" section from the Identity tab the agent has to press the Add ... to add the phone number of the current call to the identity.