How You Navigate To Dashboards

As a customer service representative, here's how you can navigate to dashboards:

• Use CTI call routing.

• Use Workspaces and navigate from contacts.

CTI Call Routing

Care Experience uses Computer Telephony Integration (CTI) to enable agents to interact with customers through the telephony channel. Here's how the CTI call routing helps the customer service representatives to take calls and address customer queries.

1. A customer makes an inbound call to the agent. This customer could be using an existing phone number and the CTI identifies the phone number of the customer.

2. The application then returns information about the caller.

3. Next, the routing rules that are predefined determines which agent must receive the call. After the appropriate agent is selected, the call is diverted to the agents by a soft phone or by ringing a traditional handset.

4. After the agent accepts the call, a dashboard is displayed to the agent based on the nature of the inquiry indicated by the customer. If it's a billing query, the Billing Care dashboard is displayed and for other queries, the customer service representative is presented with the Customer 360 dashboard. The service representatives can use these dashboards to resolve the caller's problem.

With this approach, the resolution time is reduced because the customer service representative doesn't lose time in navigating through multiple views in the application to find the relevant information.

Navigation from Contacts

Here are the steps to navigate to the different dashboards.

1. Go to Navigator > Service > Contact Center.

2. On the Workspace page, select a contact from the list.

3. Corresponding to the customer account, click Actions, and then click Customer 360 Dashboard, Billing Care Dashboard, or Order Care Dashboard based on the customer inquiry.