The Customer Context gadget automatically creates a customer record when certain information is available in the incoming activity.
An incoming activity contains customer information like, name, email, and phone number. The activity source uses this information to find the customer in Context Service. If a customer is found, the activity is associated with that customer. If no customer is found, the activity source can populate the available information in these hidden fields in the cisco.base.pod fieldset:
Configure your activity sources to populate these fields to enable this feature. Activity sources include SocialMiner, Unified CVP, Unified CCX IVR, Enterprise Chat and Email, Task Routing, or third-party applications.
When the activity reaches an agent, the Customer Context gadget uses the information populated in the hidden fields to create the customer record:
Name: When the name is available, the gadget populates the last word in the Last Name field and all other words in the First Name field. If the name is one word, the gadget populates the First Name field and leaves the Last Name field empty.
The gadget displays the name in the Open Customers list.
Email: When the email address is available, the gadget populates the Home Email field.
If the name is not available, the gadget also populates the email address in the First Name field. In this case, the gadget displays the email address in the Open Customers list.
Phone Number: When the phone number is available, the gadget populates the Mobile Phone field.
If the name or email address are not available, the gadget also populates the phone number in the First Name field. In this case, the gadget displays the phone number in the Open Customers list.
Copyright © 2017, Cisco Systems, Inc. All rights reserved.