The purpose of this guide is to explain how to access a Customer's historic interaction within CallPotential. Before contacting a Customer, it is important to understand their prior interactions in order to provide them a positive experience.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Access
- (A) Customers - Click to access the Outstanding Events and All Customer list.
- (B) All - Upon clicking Customers, the list will default to Outstanding Events. Click to view all Customers. The All list will show all Customers, including Customers listed in the Outstanding Events list.
- (C) Search - Enter to search by specific parameters. The system will dynamically update as you start entering information.
- (D) Filter by Status - The list will default to show all Customers. Click to filter your search by Current or Delinquent.
- (E) Filter by Location - The list will default to show Customers created at all locations you have access. Click the dropdown to search for or filter by specific location(s).
- (F) Additional filters - Click to further filter the list by;
- Name
- Email Address
- Phone Number
- Unit Number
- (G) Apply - Click to apply your filters and update the list accordingly.
- (H) Reset - Click to remove all applied filters.
- (I) Column Titles - All columns can be sorted alphanumerically by clicking the column title once. Click the column title twice to sort the column by reverse alphanumeric order. Click the column title a third time to remove all sorting.
- (J) Open - Click to open the specific Customer card you wish to access.
- (K) History - Once inside the Customer card, click to access the full list of historical communication.
Customer History - Note: Inside the History tab, you may click on a communication event for further details. You may also disposition an unknown event or edit an event already dispositioned.
- (L) Contact Header - This provides basic personal information including name, phone number, email address, Customer status, Tenant ID, and the location the Customer’s record is associated.
- (M) Communication type - Indicates the communication type. Types include;
- Phone
- Text
- Chat
- Voicemail
- (N) Communication Information - Indicates whether the communication was inbound or outbound.
- (O) Communication - Shows the length of the call (if appropriate) or the number of messages for email or text correspondence. Click to listen to the call or read the correspondence(s).
- (P) Who Interacted with the Customer - This lists the employee who interacted with the Customer for this particular communication.
- (Q) Time stamp - The date and time the communication occurred.
