Siebel SmartScript Administration Guide > Modifying the Customer Dashboard >

About the Customer Dashboard

The Customer Dashboard provides employees with persistent access to customer data, such as contact name, phone number, and interaction history. This data remains in the same location in the screen at the top, as long as the session is active and the Customer Dashboard is not closed. The Customer Dashboard can also be active when the Search Center or communications channels that Oracle support are active.

Example

The employee on an outbound telemarketing campaign logs in to a predictive dialer using the Siebel Communication toolbar. On logging in to the campaign, the predictive dialer begins contacting individuals and filters out answering machines, no answers, and busy signals.

While the employee is greeting the caller, Siebel SmartScript opens, and the appropriate SmartScript for the campaign appears. By the time the employee has concluded greeting the caller, the initiated SmartScript page is read and the employee has the appropriate data to continue the interaction.

If at any point, the employee forgets key information about the customer or contact (for example, name, phone number, and so on), the employee can refer to the Customer Dashboard.

If a call center employee regularly needs additional information about the contact, the Customer Dashboard can be customized to provide access to different views, so that the employee can navigate to information related to the active customer.

If an employee regularly wants to search information, the Customer Dashboard can be customized so that the results of the search populate the Customer Dashboard. With the customization mentioned in the preceding paragraph, the employee can then navigate to information related to the search results.

If the caller is disconnected accidentally, the employee can initiate an outbound call to reestablish the connection.