Page Comparison

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): The numbered tab contains the field where the agent will enter the customer’s email address to send the feedback survey: The browser tab contains the customer card:

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 at the top of the customer card to enter the Customer Name: Image AddedImage Added Click Enter to save the customer’s name. Click the edit button next to the appropriate field and either manually enter or copy and paste the remaining customer information into the field: Click Save: Image Removed Enter to save the information. Note: The save button currently does not work. Only use the enter button to save the information.

Proceed to step 3

If the customer card populates and is complete

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If the customer’s phone number is already associated with the account, the customer information will be prepopulated along with any previous related cases and notes

Proceed to step 3

3

Determine if the customer has additional customer cards.

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

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3

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

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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.