View Interaction History Activities by Billing Account
You can now view activities that are related to call or chat interactions by their associated billing account. When you complete the call or chat wrap-up, the call or chat interaction will now include the billing account you are viewing. Previously, calls and chats could only be associated with Oracle Fusion accounts.
Callers may contact the utility via phone or chat to ask questions about an account that is not their own. Those calls or chats will now be associated with the appropriate billing account. Agents are then able to easily view these calls and chats when they review the activity history of a billing account. This ensures that the agent has a complete view of the billing account.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
- Refer to Viewing Activities in the Oracle Utilities Agent Experience User Guide.