Page Comparison

Step

Action

1

Sign into MAX and set

your status to available

.

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Image Added

2

Click accept to answer the call.

3

Collect the customer’s information for the customer card.

Step

Action

1

Click on the panel to bring up the customer card.

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There are two panels that can be accessed by either clicking the panel phone key (1) or one of the tabs directly (2): Image Modified The numbered tab contains the field where the agent will enter the customer’s email address to send the feedback survey: Image Modified The browser tab contains the customer card: Image Modified

2

If:

Then:

The customer card is empty or is incomplete.

Gather the customer information and populate it in the customer card.

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Click the edit button next to the appropriate field and either manually enter or copy and paste the customer information into the field: Image Added Click Save: Image Added

Proceed to step 3

If the customer card populates and is complete

Proceed to step 3

3

Determine if the customer has additional customer cards.

Step

Action

1

Confirm that there are no other customer cards for the customer.

the customer does not exist, the system will indicate that there are no profiles found: Image Modified If the customer’s name does exist, the system will show the agent other customer cards that may belong to the same customer.

Proceed to Step 2

2

If:

Then:

There is no other existing record for the customer.

Complete the call.

Proceed to step 3

If the customer has other existing cards

Confirm the customer’s information matches the information on the existing card and merge the cards.

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The agent has the option to select a customer card from the suggested cards (1) or search for the customer manually (2). Once the correct customer card is located, click confirm to merge the two cards together (3): Image Modified

Once the customer cards have been merged, the two profiles will be linked into a single customer card that contains all of the related cases and notes from both cards: Image Modified All future interactions from the original customer cards will be automatically associated with the single merged customer card.

Proceed to step 3

3

End the call and complete Post Contact Work.

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When the call is complete end the call by clicking the Hangup button in the taskbar. The system will ask the agent to confirm the action before ending the call: Image ModifiedImage Modified

Step

Action

1

Once complete, the system will prompt the agent to enter a disposition. Do not disposition the call at this point, click anywhere outside of the disposition box to close it:

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2

Complete any remaining updates to the customer card

3

Click on the feedback survey tab and enter the customer’s email address

4

Disposition the call

• Click the disposition button on the task bar to return to the disposition box

• Select the appropriate disposition according to CXone Disposition Dictionary

Enter

Disposition Notes

• Notes should contain the customer information, a description of the issue and any follow-up requirements.

Click Save & Close.