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CRM

The integrated μCRM in the operator application enables easy access to the data that a call center agent needs to handle the call. Basic structure:

  • Person
    • Contacts (phone number, email, address, etc.)
    • Interaction (communication with the client through various channels)
      • Phone call
      • SMS
      • Email
    • Tasks (tasks that cannot be processed immediately, e.g. during a call)

Links between individual objects (persons, e-mails, tasks, calls) can be created using special references. The reference format consists of the object type, the hash character # and the object ID. The following links are supported:

  • C#1234 - reference to client ID 1234
  • E#482 - link to email ID 482
  • T#13579 - link to task ID 13579
  • P#1652903576.1000 - link to call ID 1652903576.1000

Example of a link to email ID 482 in tabs:

tab reference email

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Left-clicking the reference in the tab copies E#482 to the clipboard. It can then be pasted elsewhere to create a link to this e-mail.

Example of inserting links into a task:

editing references in the task

Subsequent display of the task:

view references in task

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When you click the left mouse button on a link in a task or e-mail, the object to which the link points (e-mail, task or client) opens.