Location users need to be aware of what updates Contact Center Agents make in Lead & Customer cards. This guide explains how location users access these email notifications sent notifying them of specific updates.
Notifications are sent a location email when the following actions occur;
A Contact Center Agent creates a Lead.
An error occurs in the PMS when an Agent saves a new Lead.
A Lead card is updated (opened & saved) by a Contact Center Agent.
A note is added to the Lead card by a Contact Center Agent.
A Contact Center Agent moves-in a Lead.
A Contact Center Agent adds a note to the Customer card.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed into the Web Client as an Administrator to access the Settings icon and manage Contact Center configurations.
Access
(A) Settings icon - Click to access all available administrative settings.
- (B) Contact Center Configuration - Click to access all available Contact Center Configuration settings.
- (C) Notifications - Click to access the email notification options. This setting controls how a location user accesses the Lead and Customer card and whether or not they can simply view or interact with the record in CallPotential.
Notification Options
- (D) Enable Email Notifications - This will initially default to "on", thus enabling email notifications to be sent to the location email address. When this is switched to "off", (E) & (F) will not be visible.
- (E) Location App - This option should be selected if locations utilize CallPotential at their facility. If selected, the email sent to location users will contain a link that, when clicked, will open up either the Lead or Customer card in their location client. Once inside the card, they are able to view the information and interact with the record in the CallPotential system.
- (F) Browser (Read-Only) - This option should be selected if the Call Center is utilizing CallPotential but the locations are not at their facility. If selected, the email sent to location users will contain a link that, when clicked, will open a read-only version of the Lead or Customer card in their browser. This allows them view the record in CallPotential and see any notes the agent may have added but they are unable to interact in the system.
- (G) Cancel - Click to reverse any changes made. For example, if you changed your selection from the Location App to the Browser, clicking cancel will revert the selection back to the Location App.
- (H) Save - When this is clicked, the screen doesn't change. However, your changes will be saved in the system and email notifications will begin to be sent via your selected option.
