Customer Context Gadget: Features

Document created by Cisco Documentation Team on Sep 16, 2016Last modified by Cisco Documentation Team on Sep 19, 2017
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The Customer Context gadget is automatically enabled in your agent desktop when:

  • Your organization is entitled to use Context Service.

  • Cisco Finesse is registered with Context Service.

  • Context Service gadget is enabled on your Cisco Finesse desktop.

You can use this gadget to manage customer records and their current and previous activities. Without selecting a customer, the Customer Context gadget in your Agent desktop looks like this:



When you answer a call, accept a chat message, or open a customer email, the Customer Context gadget displays the incoming activity. If your phone, email, or chat application identifies the customer, the gadget also displays the customer and any of their past activities.



 

View Open Customers

The Open customers list displays a list of all customers currently open in your application desktop.



When a customer is in the Open customers list you can:

  • Update customer information in the customer record. See Update Customer Record to learn how to update customer information.

  • Add a new activity for the customer. See Create a New Activity to learn how to add a new activity.

  • View all previous activities for the customer.


Note


Click the toggle icon to access the Open customers list.


 

View Recent Customers

The Recent customers list displays up to ten customers, recently opened on your agent desktop.



Click a customer name to view the Customer Record Preview. From the preview, you can:

  • View customer information in the customer record.

  • View all previous activities for this customer.

Click Open in the preview to:


Note


Click the toggle icon to access the Recent customers list.


 

Search for Customers

The customer Search option allows you to search for existing customers.



Use the search option to:


Note


Click the toggle icon to access Search.


 

Preview Customer Record

Click a customer name in the Recent customer list or customer Search tab to view the Customer Record Preview.



The Customer Record Preview displays:

  • Customer information in the customer record.

  • All previous activities for the customer.

Click Open in the preview to:

Each activity can have different fields. The Customer Context gadget displays fields associated with each specific activity dynamically.

View Errors and Notifications

Notifications and errors associated with open customers display in the top banner of the Customer Context gadget. You also see error and notification icons next to the open or recent customer list. You can click the notification to see more details.




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