Answering an Inbound Call
The agent should sign into MAX and set their status to available:
When an inbound call is routed to an agent, the call will display in the top of the toolbar, along with the skill associated with the call. Click accept to answer the call:
Navigating the Agent Console
The agent’s phone keys are displayed at the top of the agent console:
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:
Collecting Customer Information for the Customer Card
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:
If this is the first time the customer is calling in from this phone number, the customer card will be blank. During the call, the agent will gather the customer information and populate it in the customer card by clicking the edit button next to the appropriate field:
The information can either be copied and pasted in or entered manually, then click Save:
Merging Customer Cards
Digital interactions can produce multiple customer cards for the same customer depending on the channel they use for contacting Support (email, phone, chat, etc.). The agent should confirm that there are no other customer cards for the customer. Do this by clicking the + button next to the customer’s name:
If there is no other existing record for the customer, the system will indicate there are no profiles found:
If the customer’s name does exist, the system will show the agent other customer cards that may belong to the same customer.
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):
The agent should confirm the customer’s information matches the information on the existing card prior to merging customer cards.
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:
All future interactions from the original customer cards will be automatically associated with the single merged customer card.
Post Contact Work
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:
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:
Complete any remaining updates to the customer card:
Click on the feedback survey tab and enter the customer’s email address:
Once all post call work is complete, 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.
Once the interaction is dispositioned and saved, the case will be closed, and the interaction will disappear from the agent’s inbox.
Entering Disposition Notes after the Interaction is Closed
If an agent needs to go back and modify or enter notes pertaining to a case after the interaction is closed, they can search for the customer manually within the MAX console by typing the customer’s name into the search bar:
This will bring up all of the cases related to the customer.
Click on the Id of the case that needs to be updated:
Enter notes into the Notes section and click Save:
The case will be updated with the agent’s notes:
Once complete, the agent will remove the case from their inbox by clicking X:
