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Logging a customer inquiry during an interaction

Updated on March 25, 2020

Customer service representatives (CSRs) convey information when interacting with customers. For example, a CSR can remind customers when their next payment is due. You do not want to create a process for this, but you do want to capture the information conveyed to the customers.

  1. In the Interaction Portal, in the bottom right-hand corner, click Toggle runtime toolbar > Toggle Live UI and determine the section where you want to log information.
  2. Add a UI element in the section where you want to log the conveyed information.
    For example: Checkbox
  3. Click the Open property panel icon to configure the UI element.
  4. In the Cell Properties dialog box, click Change to modify the control type used.
  5. In the section, click Other
  6. In the first field enter CPMHistory.
    The first field is named based on the name of the UI element that you have added in step-2.
  7. Click the Parameters tab and enter the field details.
    • FieldName - Type of the Field Value property to use. For example, pyMessageLabel, pyCaption, and pyHistoryMemo.
    • FieldValue - Value of the Field Value property to use.
    • PrintableFieldValue - Value that displays during chat interaction when a CSR selects the field.
    • ReasonFieldValue - In the Wrap Up, this option displays in the Reason for interaction list.
    • ToolTipFieldName -Type of Tool Tip Field Value property to use.
    • ToolTipFieldValue -Value of the Tool Tip Field Value property to use.
    • ToolTipFieldValueOnCheck -Value of Tool Tip Field Value property after a CSR selects the field and reviewed it.
  8. Click OK.
  9. Save your changes.

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