Business Structure: CRM
The ECS CRM is a contact management system that allows agents and supervisors to add and manage new and existing contacts.
Default Template
The default template is used for a contact search or contact upload. Ensure specific Custom Field Names are not editable in the default template if agents should not have the ability to edit certain contact information.
CRM Display Templates
CRM display templates determine what contact information is exposed and can be edited by the agent. Each Business Process can have a unique display template.
Adding a New Template:
3. Edit the Custom Field Name, Order, Visible, Editable and Is Required field for the template.
4. Once a template has been created, drill down into the Business Process under Handling Defaults to apply.
5. Save and Deploy changes
6. When an agent accepts an interaction they will see either the default CRM template or the Custom CRM display template assigned to the Business Process the interaction came through.