Overview

Within the ECS Admin Contact Management Tab Supervisors and Admins have the ability to manage their contacts and contact lists found within the ECS CRM.  Currently this page does not support bulk upload of new contacts to a new or existing list or bulk updates to existing contacts.

  1. Contacts - contacts view to manage, create and search for contacts
  2. Lists - provides all contact lists within the contact center.  Provides the ability to manage, create and edit contact lists.
  3. Search Contacts - search for individual contacts or Contact lists when viewing the list tab
  4. Create New Contact - create a new CRM Contact.
  5. Create New List - create a new Contact List
  6. Contact Card - individual contact card and displays all available information for the contact.  Provides Admins and Supervisors the ability to manage the contact from within the contact card.
  7. List Card - individual contact list card displayed in the List tab and displays all available information for the contact list.  Provides Admins and Supervisors the ability to manage the contact list from within the list card.

Contact View

Creating a New Contact

  1. To create a new contact select the Create New Contact Icon - 
  2. The New Contact window will open.  The contact must have either a phone number or email address to create the contact.  Enter in the First Name, Last Name, Phone and/or Email address.  Select the Create button to create the contact.
  3. Once created, the contact will show up in the search contact bar with the new card in the Contacts.

Editing an Existing Contact

  1. To edit an exiting contact, first search for and select the contact you wish to edit.
    2. If the contact has the following icon in the upper right hand corner of the contact card, it indicates that the contact has Notes that have been added to the contact
  2. Once a contact has been selected, the contact card will expand to show you detailed information about the contact.
      1. Contacts Information
      2. Contact creation date and time and Supervisor/Admin who created the contact
      3. Notes - view added notes or add a new note
      4. Action Menu

Viewing and Adding a New Note to a Contact

  1. To view and add a new note, select the Notes tab within the contact card.
      1. Add a new note to the contact.  Once added this will be available for all Supervisors, Admins and Agents (when on an interaction with the contact) to view.
      2. Previously added notes.  Displays who added the note, as well as the date and time the note was added.

Edit the Contact Details

  1. Select the action Menu to Edit, Delete or add the contact to a List
    1.  
  2. Select Edit to edit the contacts information.  Currently the contacts Name, Email and Phone number can be edited within the window.  Select Save.
    2. The contact card will be updated with the edited information. 

Adding an Existing Contact to a List

  1. Within the Action Menu of a contact card, select Add to List.
  2. The List selection window will open.  You can search or scroll to find the list you wish to add the agent.  Select the arrow next to the list name you wish to add the agent to.  Currently you can only add a contact to one list at a time.
  3. You will receive a contact added success message within the contact window.
  4. If you navigate to the Lists tab and search for the List you will be able to see the newly added contact in the list contact view.

List View

The list view will show all Contact Lists found within the Contact Center.  These lists can be found within the contacts tab of the Web Agent and Supervisor. 

List View Details

The initial list view will have a list card showing the name of each list and the number of contacts assigned to the list.

Editing an Existing List

To edit an existing list click anywhere on the list card.  This will expand the list to show the contacts assigned to the list and a details view which will provide the name of the Supervisor or Admin who created the list and the date and time the list was created.

Adding a New Contact

  1. Select the Actions Menu and Add Contacts
  2. The Contact List will open with an initial list of contacts found within the contact center.  Search for or scroll to find the contact(s) you wish to add to the list.  The Add Contacts tab will indicate the total number of contacts that will be added to the list.  Select Cancel or Clear to clear the search or cancel adding contacts to the list.  Select Add Contacts to complete adding the selected contacts to the list.
  3. A success message will appear indicating the contacts were successfully added to the list.
  4. The Contact Card will update to show the new contact count found in the list and show the newly added contacts.

Deleting a Contact List

  1. To delete a contact list, select Delete List from the Actions Menu
  2. A confirmation message will open to confirm you wish to delete the contact list. Select Confirm to delete the list or Cancel to cancel the deletion of the list
  3. Once deleted a success message will appear indicating the list has been deleted successfully.  You will no longer see the list in the list view.

Removing a Contact from a List

  1. To remove a contact from a list, select the actions menu next to a contact within the list and select Remove Contact from List
  2. A confirmation message will open to confirm you wish to remove the contact from the list.  Select Confirm to remove the contact or Cancel to cancel the removal of the contact from the list
  3. Once deleted a success message will appear indicating the contact has been removed successfully.  You will no longer see the contact in the list view.

Adding a New List

  1. To add a new list, select the Add New List Icon
  2. The New List window will open.  Enter in the name of the new list and select Create
  3. Once created a success message will appear indicating the list has been created successfully.  You will see the new List Card in the List View to begin editing and adding contacts to the list.