Capturing Customer Interactions | Top Previous Next

First object that is being created in QueWeb on every Customer contact is called Interaction. Interactions are designed to quickly record the communication regardless of its channel: email, phone, etc. By capturing all Interactions in your Customer Care system, you endure a complete history of the Customer communications, as well as you can measure the subjective aspects of Customer Care: frequency of Interactions, experience patterns, buying habits, Customer Care quality rates, amount of feedback regarding certain product or service you offer. Interactions can become Tickets, however, not all Interactions should. An Agent can decide whether he or she should create a Ticket from an Interaction. Usually this is required when further research or attention is required to the matter raised in the Interaction. Interactions must be linked to external or internal Customers (Employees). Standard QueWeb OSS communication types through which Interaction can be made and captured are:
• | Incoming and Outgoing Calls
• | Incoming and Outgoing Emails
• | Fax
• | Walk Up
• | Other
You can always see if any Tickets were created from an Interaction by inspecting the Tickets field counter. Clicking on the caption of this field will transfer you to the Ticket SubFocus and populate its Grid with linked records. Agents should be able to resolve most Interaction as they come in. In this case, Agent can indicate that Interaction does not require further attention by setting the Action Taken field to “Resolved by Agent” value. In a case where further research is required – Agent can choose to create a Ticket by clicking on corresponding button. The Ticket will be created using information provided in the Interaction record; the Action Taken field will reflect that event: “Ticket Linked”. Agents can provide short Subject and Description of the Interaction manually; in case of Interactions created by the system from incoming Customer emails – the Subject, Description will be auto-filled with the Subject and Email body contents automatically. These contents will also be transferred to the Ticket if it’s created. More information can be provided in Notes and Internal Notes fields. Internal Notes field can be used if you upgrade to the Enterprise Edition; this field is not exposed to Customers in Customer Portal (available in QueWeb Enterprise Edition) and can be used to store any internal information. While working on the telephone, Agents can use Hang up Call button to indicate that the phone was disconnected and continue to work on the Interaction and or Ticket. The time spent on the phone is captured from the moment Agent clicks on the New button until he or she either clicks Hang Up Call or Save buttons. The captured elapsed phone time is used in statistical analysis.