Customer Context Gadget: Automatically Populate New Customer Information

  

Customer records are not longer automatically created. To create a new customer record, click Create in the customer information form after the Customer Context gadget automatically populates customer information.

Your Contact Center application uses customer identifiable information to search for customers in Context Service. When a customer is found, the customerId is added to the activity and the activity is associated with the customer. When an agent accepts an activity that doesn't contain a customerId, the customer information form is automatically populated using the available customer name, email, and phone number.

To enable this feature, configure your Contact Center application to populate the following fields in the cisco.base.pod fieldset:

  • Context_POD_Source_Cust_Name

  • Context_POD_Source_Email

  • Context_POD_Source_Phone

  • Name: When the name is available, Context Service populates the last word in the Last Name field and all other words in the First Name field. If the customer name is one word, the Context Service populates the First Name field and leaves the Last Name field empty. When the name is available, the gadget displays the customer name in the Customers list.

  • Email: When the email address is available, Context Service populates the Home Email field. If the name is not available, the gadget displays the email address in the Customers list.

  • Phone Number: When the phone number is available, Context Service populates the Mobile Phone field. If the name and email are not available, the gadget displays the phone number in the Customers list.

The customer is displayed as Unknown Customer when no information is entered or auto populated in the name, email, or phone number fields.



        

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