Agents can now create new customer profiles for incoming contacts.
How does it work?
When a contact is routed to an agent, the Engage desktop will use specific Contact Attributes to search for an existing profile.
- If only one match is found, then the current contact will be automatically associated with that profile and the agent will be able to view details and history on the profile.
- If there are multiple matches, the agent will be prompted to choose the correct profile.
- If there are no existing profiles found, depending on the setting, Engage can be configured to prompt the agent to create a new one or automatically create a new profile.
When creating a new profile, the agent will only be able to update standard profile attributes. They will not be able to add customer profile attributes to the profile. Once created, the profile cannot be edited.