How to Handle Inbound Calls - CXone Digital

1 Answering an Inbound Call
2 Collecting the Customer’s Information for the Customer Card
3 Merging Customer Cards
4 Post Contact Work
5 Entering Disposition Notes after the Interaction is Closed

Answering an Inbound Call

Step	Action
1	Sign into MAX and set your status to available.
2	Click accept to answer the call. 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. The agent’s phone keys are displayed at the top of the agent console:
3	Collect the customer’s information for the customer card.

Collecting the Customer’s Information for the Customer Card

The customer card should always reflect the person on the phone. If an installer is calling about one of their customers, the customer card should contain the installer’s contact information.

Step	Action
1	Click on the panel to bring up the customer card. 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. Click the edit button at the top of the customer card to enter the Customer Name: 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 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 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.

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.).

Step	Action
1	Confirm that there are no other customer cards for the 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. Proceed to step 3
3	End the call and complete Post Contact Work.

Post Contact Work

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:
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 DFO 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

Agents have the ability to go back and modify or enter case notes after the interaction is closed if needed.

Step	Action
1	Search for the customer manually within the MAX console by typing the customer’s name into the search bar.
2	Click on the Id of the case that needs to be updated.
3	Enter notes into the Notes section and click Save.
4	Once complete, the agent will remove the case from their inbox.