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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
Email
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.
