The CRM panel is available on active or historical interactions and provides agents access to the contacts information, historical interactions and notes and remarks from past interactions. The CRM panel is only available to agents when enabled on the agents profile found in the Setup Client.
CRM options are available in the Interactions Footer
Contacts will display all available contact information. The fields that are viewable and editable to an agent are determined by an Administrator in the Setup Client. Each field has validation on the limit and type of characters allowed. A validation error will be shown if the character limit is reached or an invalid character is entered . The input must be corrected for the contact information to save.
History displays the contacts historical interactions. The default view displays the five most recent historical interactions. To display more interactions, select the desired value (5,10, 15 or All Interactions) from the Rows per page drop down. The minimized historical interaction view shows the following information:
To expand the historical view and see more details about the interactions select the pop out window icon,
The expanded historical interaction view shows the following information:
Notes are unique and specific remarks about the contact added by agents.
Note history shows:
To add a new note select . A Add New Note section will open to allow you to enter in a new note. Once you have entered in a note select the add icon to save the note to the contact.